The Effect of Internal Service Recovery on Job Satisfaction: The Mediation of Organizational Identification

• Main Authors: Chun Hsiung Chen, 陳俊雄
• Other Authors: Kuo Hsiung Chang
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/43328004930800393725

碩士 === 東海大學 === 管理碩士在職專班 === 96 === Finance service industry has been diversified and become more competitive over the past years. Therefore, there is substantial research on job satisfaction of banking industry. However, the impact of internal service recovery on job satisfaction has received scant attention. Besides, how the role of organizational identification affect the relationship between internal service recovery and job satisfaction is still unclear. This research aims to explore how internal service recovery affects job satisfaction with the mediation of organizational identification. The results show that customer service training of internal service recovery and empowerment has significant association with company and work unit identification. Company and work unit identification is significantly related to job satisfaction. The former is more significant than the latter. The internal service recovery contributes to job satisfaction, which is mediated by organization identification. This study found that empowerment is significantly related to job satisfaction. However, its effect is not as critical as that of customer service training. Banking industry can not fully empower the employees for the sake of laws, finance regulations and internal control. Finally, based on the results, recommendations are provided. Research limitation and directions for future study are discussed.