Effect of Total Quality Management Practices on Employees’ Service Recovery Performance in the Case of Ethio Telecom
No Thumbnail Available
Date
2018-06
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
The purpose of this study is to examine the effect of Total Quality Management on employees’ service recovery performance in ethio telecom. Service failure is inevitable and quality will not be high all the time because of different internal and external problems. Thus, service organizations needs to prepare for failures by adopting a well-planned recovery strategy. Previous empirical studies revealed that successful implementation of Total Quality Management benefited organization through improving organizational performance in many dimensions like service quality, customer satisfaction, financial performance, operational performance. However, there is a lack of study on the effect of total quality management on service recovery performance in Ethiopia as well as globally which in turn result knowledge gap. Therefore, this study aims to bridge this gap in literature and knowledge. The study employs an explanatory and descriptive research design and uses quantitative approach. A survey is conducted by using structured close ended questionnaires which is distributed to 232 ethio telecom employees. Descriptive, correlation and multiple regression statistical tools were used to examine the relationship between Total Quality Management and Service Recovery Performance. The result of the this study revealed that there is positive and significant relationship between Total Quality Management and overall employees’ service recovery performance and among Total Quality management Practices, top management commitment and customer focus revealed to be best predictors to explaining the overall employees’ Service Recovery Performance. Thus this study recommended that ethio telecom mangers have to give more attention in their managerial function to successful implementation of TQM practices to successful service recovery for higher levels of customer satisfaction in the industry.
Description
Keywords
Ethio telecom, Psychological Service Recovery (PSR), Tangible Service Recovery (TSR)