Journal Screenshot

International Journal of Academic Research in Business and Social Sciences

Open Access Journal

ISSN: 2222-6990

Factors Influencing Service Recovery Performance among Educators of Open and Distance Learning in Malaysia: Exploring the Moderating Effects of Educators’ Job Experience

Abdul Rahim M. A, Piaralal S.K, Rethina V.S

http://dx.doi.org/10.6007/IJARBSS/v14-i3/20861

Open access

This study investigates the dynamics of service recovery performance among educators in Malaysia's open and distance learning sector, emphasizing the moderating effects of educators' job experience. Employing a quantitative research design, particularly a cross-sectional survey, the research delves into organizational, work resource, and work demand factors. The study's unique focus on educators' job experience as a moderator adds depth to the understanding of service recovery performance. Drawing on the latest literature, the research aims to contribute valuable insights for educational institutions, shedding light on effective service recovery strategies to enhance learner satisfaction, loyalty, and overall organizational performance. The implications of this study extend to informing management practices, fostering a learner-driven approach, and ultimately advancing the field of service recovery within the education industry

Aletaiby, A., Kulatunga, U., & Pathirage, C. (2017). Key success factors of total quality management and employee performance in the Iraqi oil industry.
Allen, N. J., & Meyer, J. P. (1990). The measurements and antecedents of affective, continuance, and normative commitment to the organization. Journal of Occupational Psychology, 63, 1-18.
Ardahan, G. (2006). The influence of selected antecedents of frontline employees’ perceptions of service recovery performance. Florida International University, 25(2), 10-32.
Aristovnik, A., Kerži?, D., Ravšelj, D., Tomaževi?, N., & Umek, L. (2020). Impacts of the COVID-19 pandemic on the life of higher education students: A global perspective. Sustainability, 12(20), 8438.
Ashill, N. J., Carruthers, J., & Krisjanous, J. (2005). Antecedents and outcomes of service recovery performance in a public health-care environment. Journal of Services Marketing, 19(5), 293-308.
Ashill, N. J., Carruthers, J., & Krisjanous, J. (2006). The effect of management commitment to service quality on frontline employees affective and performance outcomes: an empirical investigation of the New Zealand public health care sector. International Journal of Non-Profit and Voluntary Sector Marketing, 11(4), 21-287.
Ashill, N.J., Rod, M., & Carruthers, J. (2008). The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions, and service recovery performance in a new public management context. Journal of Strategic Marketing, 16(5), 437-462.
Babakus, E., Yavas, U., Karatepe, O. M., & Avci, T. (2003). The effect of management commitment to service quality on employees' affective and performance outcomes. Journal of the Academy of Marketing Science, 31(3), 272-286.
Babbie, E. (2010). Research design. The practice of social research, 12, 90-123.
Babbie, E., Halley, F., & Zaino, J. (2007). Adventures in social research: data analysis using SPSS 14.0 and 15.0 for Windows. Pine Forge Press.
Bagozzi, R. P., & Dholakia, U. (1999). Goal setting and goal striving in consumer behavior. Journal of Marketing, 63(4_suppl1), 19-32.
Bakator, M., ?o?kalo, D., & Nikoli?, M. (2018). A model for manufacturing optimization and achieving higher productivity in small and medium-sized enterprises. In Proceedings of VIII International Conference Industrial Engineering and Environmental Protection, Zrenjanin, Serbia (pp. 45-52).
Bell, C. R., & Zemke, R. E. (1987). Service breakdown: the road to recovery. Management review, 76(10), 32.
Bitner, M. J. (1992). Service scapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
Boshoff, C. (1999). RECOVSAT: An instrument to measure satisfaction with transaction-specific service recovery. Journal of Service Research, 1(3), 236-249.
Boshoff, C., & Allen, J. (2000). The influence of selected antecedents on frontline staff’s perceptions of service recovery performance. International Journal of Service Industry Management, 11(1), 63-90.
Bowen, D. E., & Lawler III, E. E. (1992). Total quality-oriented human resources management. Organizational dynamics, 20(4), 29-41.
Chong, L. L. (2022). A study on online learning self-efficacy during covid-19 pandemic among Malaysian university students. Available at SSRN 4677757.
Cojocaru, M., Cojocaru, I. M., Silosi, I., & Vrabie, C. D. (2011). Manifestations of systemic lupus erythematosus. Maedica, 6(4), 330.
Connelly, L. M. (2013). Limitation section. Medsurg Nursing, 22(5), 325.
Crawford, A., & Kozub, R.K (2011). The role of the employee: An exploratory study in service recovery satisfaction in the luxury resort industry. Journal of Tourism Insights, 1 (1), 35-44.
Crawford, A., & Riscinto-Kozub, K. (2011). The role of the employee: an exploratory study in service recovery satisfaction in the luxury resort industry. Journal of Tourism Insights, 1(1), 4.
de Jonge, J., Le Blanc, P. M., Peeters, M. C., & Noordam, H. (2008). Emotional job demands and the role of matching job resources: A cross-sectional survey study among health care workers. International Journal of Nursing Studies, 45(10), 1460-1469.
El-Said, G. R. (2021). How did the COVID-19 pandemic affect higher education learning experience? An empirical investigation of learners’ academic performance at a university in a developing country. Advances in Human-Computer Interaction, 2021, 1-10.
Frankel, R., Kothari, S. P., & Weber, J. (2006). Determinants of the informativeness of analyst research. Journal of Accounting and Economics, 41(1-2), 29-54.
Gabrielson, G. V. (1998, July). Anesthesia for liver transplantation. In Seminars in Cardiothoracic and Vascular Anesthesia (Vol. 2, No. 2, pp. 121-130). Sage CA: Thousand Oaks, CA: Sage Publications.
Gil Saura, I., Berenguer Contrí, G., Cervera Taulet, A., & Moliner Velázquez, B. (2005). Relationships among customer orientation, service orientation, and job satisfaction in financial services. International journal of service industry management, 16(5), 497-525.
Gill, K. K., Chieu, G. S., Sivabalan, S. R., Wei, Y. T., Sekharan, G., & Rai, S. B. (2022). The Challenges, Effectiveness, and Attitude Towards e-Learning Among Medical Undergraduates in a Private University in Malaysia. Education in Medicine Journal, 14(2).
GIRMA, A. (2019). THE IMPACT OF ORGANIZATIONAL CULTURE ON THE IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT: A COMPARATIVE STUDY BETWEEN DASHEN AND HABESHA BREWERIES S. Cs (Doctoral dissertation).
Grobelny, J., Michalski, R., & Weber, G. W. (2021). Modeling human thinking about similarities by neuromatrices in the perspective of fuzzy logic. Neural Computing and Applications, 33(11), 5843-5867.
Hackman, J. R. (1980). Work redesign and motivation. Professional psychology, 11(3), 445.
Hart, C. W., Heskett, J. L., & Sasser Jr, W. E. (1990). The profitable art of service recovery. Harvard Business Review, 68(4), 148-156.
Harun, Z., Hamzah, F. M., Mansor, S., Mahmud, A. S., Hashim, H., Sultan, M. T. H., … & Ismail, A. R. (2021). COVID-19 Effects on Students’ Teaching and Learning Perspectives in Malaysian Varsities. Pertanika Journal of Social Sciences & Humanities, 29(4).
Intan, N. N., & Pfaendtner, J. (2022). Composition of Oxygen Functional Groups on Graphite Surfaces. The Journal of Physical Chemistry C, 126(26), 10653-10667.
Iyer, R., & Muncy, J. A. (2008). Service recovery in marketing education: It's what we do that counts. Journal of Marketing Education, 30(1), 21-32.
Jenkins, J. (1992). The meaning of expressed emotion: Theoretical issues raised by cross-cultural research. American journal of psychiatry, 149(1), 9-21.
Judge, T. A., & Bono, J. E. (2001). Relationship of core self-evaluation traits—self-esteem, generalized self-efficacy, locus of control, and emotional stability—with job satisfaction and job performance: A meta-analysis. Journal of Applied Psychology, 86(1), 80.
Judge, T. A., Thoresen, C. J., Bono, J. E., & Patton, G. K. (2001). The job satisfaction–job performance relationship: A qualitative and quantitative review. Psychological bulletin, 127(3), 376.
Karatepe, O. M. (2006). The effects of selected antecedents on the service recovery performance of frontline employees. The Service Industries Journal, 26(1), 39–57.
Karatepe, O. M., & Tekinkus, M. (2006). The effects of work?family conflict, emotional exhaustion, and intrinsic motivation on job outcomes of front?line employees. International Journal of Bank Marketing, 24(3), 173-193.
Karatepe, O. M., & Vatankhah, S. (2015). High-performance work practices, career satisfaction, and service recovery performance: a study of flight attendants. Tourism Review, 70(1), 56-71.
Karatepe, O. M., Baradarani, S., Olya, H. G., Ilkhanizadeh, S., & Raoof, A. (2014). The effect of high-performance work practices on critical performance: evidence from the hotel industry. European Journal of Tourism, Hospitality and Recreation, 5(3), 49–67.
Karatepe, O.M. (2011) Work-related depression in the hotel industry: a study in the United Arab Emirates. International Journal of Contemporary Hospitality Management, 23(5).
Karatepe, O.M., & Uludag, O. (2007). Conflict, exhaustion, and motivation: a study of frontline employees in Northern Cyprus hotels. International Journal of Hospitality Management, 26(3), 645-65.
Karatepe, O.M., Yorganci, I., & Haktanir, M. (2009). Outcomes of customer verbal aggression among hotel employees. International Journal of Contemporary Hospitality Management, 21(6), 713 – 733.
Karatepe.O.M., & Nkendong, R.A. (2. (2014). The relationship between customer-related social stressors and job outcomes: the mediating role of emotional exhaustion, Economic Research-Ekonomska Istraživanja, 27(1), 414-426.
Kirkbir, F., & Cengiz, E. (2007). Do frontline staff's psychographic attributes and perception of organizational factors affect service recovery performance? Innovative Marketing, 3(4).
Lan, L.S., & Nugroho, J. L. E. (2019). Management commitment to service quality and service recovery performance of customer service officer at PT. Bank Central Asia, Tbk. Surabaya-Indonesia. Advances in Social Science, Education, and Humanities Research, 308.
Lewis, B. R., & Gabrielsen, G. O. (1998). Intra-organizational aspects of service quality management: the employees’ perspective. Service Industries Journal, 18(2), 64-89.
Litie Njie, T., Teku Fon, L., & Awomodu, G. (2008). Top management commitment and Empowerment of employees in TQM implementation.
Locke, E. A., Mento, A. J., & Katcher, B. L. (1978). THE INTERACTION OF ABILITY AND MOTIVATION IN PERFORMANCE: AN EXPLORATION OF THE MEANING OF MODERATORS 1. Personnel Psychology, 31(2), 269-280.
Lytle, R. S., Hom, P. W., & Mokwa, M. P. (1998). SERV? OR: A managerial measure of organizational service orientation. Journal of Retailing, 74(4), 455-489. Lytle, R. S., Hom, P. W., & Mokwa, M. P. (1998). SERV? OR: A managerial measure of organizational service orientation. Journal of Retailing, 74(4), 455-489.
Magnini, V. P., & Ford, J. B. (2004). Service failure recovery in China. International Journal of Contemporary Hospitality Management, 16(5), 279-286.
Mahmud, M. K. (2017). Board attributes, risk management, and firm performance: an analysis of listed financial service firms in Nigeria.
Mansor, N. R., Rahman, A. H. A., Tajuddin, A. A., Rashid, R. A., & Chua, N. A. (2021). New norms of online teaching and learning: Covid-19 semester experience for Universiti Malaysia Terengganu students. Academic Journal of Interdisciplinary Studies, 10(4), 248-260.
Masoud, E. Y., & Hmeidan, T. A. (2013). THE EFFECT OF PERCEIVED WORK ENVIRONMENT ON FRONTLINE EMPLOYEES’ SERVICE RECOVERY PERFORMANCE: THE CASE OF FOUR- AND FIVE-STAR HOTELS IN JORDAN. European Scientific Journal, 9(11).
Mohamed Kamal Abdien (2017). Work environment and service recovery performance in hotel operations in Egypt. Journal of the Faculty of Tourism and Hotels, 14(2).
Mushtaq, A., Majeed, M. N., Aadil, F., Khan, M. F., & Lim, S. (2021). An Intelligent Cluster Optimization Algorithm for Smart Body Area Networks. Computers, Materials & Continua, 67(3).
Nadiri, H., & Tanova, C. (2016). What factors influence employee service recovery performance and what are the consequences in health care? Quality management in health care, 25(3), 162-175.
Njele, N. M. Employees’ Self-Efficacy and Service Quality in Telecommunication Firms in Rivers State.
Norhamizan Hamir, issham Ismail, Mohd Salehuddin Mohd Zahari & Dahlan Abdullah (2018). The influence of empowerment, rewards, and training on service recovery performance among frontline hotel employees in Malaysia. International Journal of Academic Research in Business and Social Science, 8(15), 49-67
Palys, T. S., & Atchison, C. (2014). Research decisions: Quantitative, qualitative, and mixed method approaches. Nelson Education.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Perceived service quality as a customer?based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human resource management, 30(3), 335-364.
Parasuraman, R. (1987). Human-computer monitoring. Human Factors, 29(6), 695-706.
Pettijohn, C. E., Pettijohn, L. S., & Taylor, A. J. (1995). The relationship between effective counseling and effective selling behavior. Journal of Consumer Marketing, 12(1), 5-15.
PIARALAL, N. K. (2013). FACTORS AFFECTING SERVICE RECOVERY PERFORMANCE OF INSURANCE AGENTS WITH E LOYMENTSTATUSASMODERATOR: A STUDY OF NORTHERN PENINSULAR MALAYSIA.
Piaralal, S. K., Bhatti, M. A., Piaralal, N. K., & Juhari, A. S. (2016). Factors affecting service recovery performance and customer service employees: A study of Malaysian life insurance industry. International Journal of Productivity and Performance Management, 65(7), 898-924.
Quaglia, J. T., Brown, K. W., Lindsay, E. K., Creswell, J. D., & Goodman, R. J. (2015). From conceptualization to operationalization of mindfulness. Handbook of mindfulness: Theory, research, and practice, 151-170.
Qui?ones, M. A., Ford, J. K., & Teachout, M. S. (1995). The relationship between work experience and job performance: A conceptual and meta?analytic review. Personnel Psychology, 48(4), 887-910.
Robinson Jr, L., Neeley, S. E., & Williamson, K. (2011). Implementing service recovery through customer relationship management: identifying the antecedents. Journal of Services Marketing, 25(2), 90-100.
Rod, M, Ashill, N. J., & Carruthers, J. (2006). Antecedents and outcomes of service recovery performance insights from organizations post corporatization and post-deregulation. Innovative Marketing, 2(2).
Rod, M, Ashill, N. J., & Carruthers, J. (2008). The relationship between job demand stressors, service recovery performance, and job outcomes in a state-owned enterprise. Journal of Retailing and Consumer Services, 15, 22-31.
Rod, M., & Ashill, N, J. (2010b). The effect of customer orientation on frontline employees' job outcomes in a new public management context Marketing Intelligence & Planning, 28(5), 600- 62.
Rod, M., & Ashill, N. J. (2010). Management commitment to service quality and service recovery performance: A study of frontline employees in public and private hospitals. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 84-103.
Rosman, M. R. M., Alias, N. R., Arshad, I. H., Hamid, H. A., & Idris, Z. (2022). Assessing Students’ Perceived Engagement and Perceived Performance for E-Learning in East Coast Malaysia: A Partial Least Square Structural Equation Modeling Approach. IEEE Engineering Management Review, 51(1), 63-75.
Salahuddin, M., & Gow, J. (2019). Effects of energy consumption and economic growth on environmental quality: evidence from Qatar. Environmental science and pollution research, 26, 18124-18142.
Salkind, N. J. (Ed.). (2010). Encyclopedia of research design (Vol. 1). sage.
Seow, C. L. (2013). Job 1-21: Interpretation and commentary (Vol. 1). Wm. B. Eerdmans Publishing.
Shankar, K. (2020). The impact of COVID?19 on IT services industry?expected transformations. British Journal of Management, 31(3), 450.
Swanson, S. R., & Davis, J. C. (2000). A view from the aisle: Classroom successes, failures and recovery strategies. Marketing Education Review, 10(2), 17-25.
Tao, K., Liu, W., Xiong, S., Ken, L., Zeng, N., Peng, Q., ... & Gao, Z. (2019). Associations between self-determined motivation, accelerometer-determined physical activity, and quality of life in Chinese college students. International journal of environmental research and public health, 16(16), 2941.
Tax, S. S., & Brown, S. W. (1998). Recovering and learning from service failure. MIT Sloan Management Review.
Timalsina, R., KC, S., Rai, N., & Chhantyal, A. (2018). Predictors of organizational commitment among university nursing Faculty of Kathmandu Valley, Nepal. BMC Nursing, 17, 1-8.
Tran, V. A., Vu, K. B., Vo, T. T. T., Do, H. H., Bach, L. G., & Lee, S. W. (2021). Experimental and computational investigation on interaction mechanism of Rhodamine B adsorption and photodegradation by zeolite imidazole frameworks-8. Applied Surface Science, 538, 148065.
Uppal, N., Mishra, S. K., & Vohra, N. (2014). Prior related work experience and job performance: Role of personality. International Journal of selection and assessment, 22(1), 39-51.
Whiteley, P., Seyd, P., & Richardson, J. (1994). True blues: The politics of Conservative Party membership. OUP Oxford.
Worley, C. G., Bowen, D. E., & Lawler III, E. E. (1992). On the relationship between objective increases in pay and employees' subjective reactions. Journal of Organizational Behavior, 13(6), 559-571.
Xingyu W., Guchait, P., & Pa?amehmeto?lu, A. (2020). Tolerating errors in hospitality organizations: relationships with learning behavior, error reporting, and service recovery performance. International Journal of Contemporary Hospitality Management, 32(8), 2635-2655.
Yavas, U., & Babakus, E. (2010). Relationships between organizational support, customer orientation, and work outcomes: A study of frontline bank employees. International Journal of Bank Marketing, 28(3), 222-238.
Yavas, U., Karatepe, O. M., & Babakus, E. (2010). Relative efficacy of organizational support and personality traits in predicting service recovery and job performances: a study of frontline employees in Turkey. Tourism Review, 65(3), 70-83.
Yavas, U., Karatepe, O. M., Avci, T., & Tekinkus, M. (2003). Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks. International Journal of Bank Marketing, 21(5), 255-265.
Yin, R. K. (2013). Validity and generalization in future case study evaluations. Evaluation, 19(3), 321-332.
Yuli Z., Jun Y., Jintong, T., Kevin, A., & Honzhi, X. (2013). Prior experience and social class as moderators of the planning performance relationship in China’s emerging economy. Strategic Entrepreneurship Journal, 7, 214–229.
Zikmund, W. G., Babin, B. J., Carr, J. C., & Griffin, M. (2013). Business research methods. Cengage learning.

(Rahim et al., 2024)
Rahim, A. MA., S.K, P., & V.S, R. (2024). Factors Influencing Service Recovery Performance among Educators of Open and Distance Learning in Malaysia: Exploring the Moderating Effects of Educators’ Job Experience. International Journal of Academic Research in Business and Social Sciences, 14(3), 72–90.