Human resource management factors and service recovery performance in Malaysian life insurance industry
Purpose – The purpose of this paper is to investigate the human resource factors (rewards, training teamwork and empowerment) that affect service recovery performance (SRP) of customer service employees in life insurances companies.Life insurances industries in Malaysia are facing stiff competitions...
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| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Emerald Group Publishing Limited
2014
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| Subjects: | |
| Online Access: | http://repo.uum.edu.my/12209/1/EJTD.pdf http://repo.uum.edu.my/12209/ http://dx.doi.org/10.1108/EJTD-07-2013-0078 |
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| Institution: | Universiti Utara Malaysia |
| Language: | English |