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Staff Performance in Call Service Recovery in Thailand's Insurance Industry


This study investigates the mediating effect of surface traits, Individual Customer Orientation (ICO), towards the relationship between Internal Service Quality (ISQ) and Service Recovery Performance (SRP) in the call center. Using Service Profit Chain (SPC), the integral part of internal service quality was proposed through organizational factors, work environment, and personal factors (modeled as backgrounds). Self-administered questionnaires were distributed to 858 call center employees who worked in insurance companies. The results revealed that frontline employees’ individual customer orientation mediates the relationship between internal service quality and service recovery performance.

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