The Influence of Perceived Organizational Support on Service Recovery Performance of Customer Service Representatives in Call Centers of Issue Banks: A Study of Affective Mediating Procedure

• Main Authors: Shih-ying, Lin, 林詩穎
• Other Authors: 鄭仁偉
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/17658092748628251501

碩士 === 國立臺灣科技大學 === 企業管理系 === 92 === The main purpose of this study is to investigate whether there is an affective mediating procedure between perceived organizational support and service recovery performance of customer service representatives in call centers of issue banks. Thirteen call centers of issue banks in Taiwan were invited to participate in the study. We received 210 surveys of customer service representatives in call centers. All variables of this study were measured via employee self-reports. The results of this study included several findings. First, perceived organizational support of customer service representatives in call centers of issue banks was significantly positively associated with affective outcomes: affective organizational commitment, job satisfaction, and positive mood at work. Second, the affective outcomes of customer service representatives in call centers of issue banks were significantly positively associated with service recovery performance. Third, there was exactly an affective mediating relationship between perceived organizational support and service recovery performance of customer service representatives in call centers of issue banks. Finally, the affective mediating effect between perceived organizational support and service recovery performance of customer service representatives in call centers of issue banks was achieved through affective organizational commitment and job satisfaction first and positive mood at work later. The final chapter of this study includes research conclusions, theoretical implications, managerial implications, limitations, and future research.