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Research Article

JCR. 2020; 7(8): 1518-1525


WORKPLACE SOCIAL SUPPORT AND SERVICE RECOVERY PERFORMANCE: AN EVIDENCE FROM THE TELECOM CALL CENTERS

Nazlina Zakaria, Munawar Javed Ahmad, Norzieiriani Ahmad.

Abstract
The purpose of this study is to develop and test a research model that examines the relationship between workplace social support (organizational support, supervisor support, and co worker support,) and service recovery performance of call center front line employees working in tele con call centers in Pakistan. Simple random sampling technique was implemented to collect data from 15 telecom call center with a sample of 320 call center frontline employees. PLS-SEM approach was used to test the hypotheses using PLS 3.2. Consistent with the study propositions, PLS structural model results found that organizational support and supervisor support have the positive and significant effect on the call center frontline employees’ service recovery performance, no significant relationship found between employee empowerment and service recovery performance. Implications of the empirical findings are discussed, and future research directions are offered.

Key words: Organizational support, Supervisor support, Co worker support, Service recovery performance, call centers



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