ESP-3726

Published

2025-06-30

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Vol. 10 No. 6 (2025): Published

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Research Articles

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Copyright (c) 2025 Abdul Rahim Mohamed Amin, S.K. Piaralal, Nur Amalina Zulkefli, Ameen Alharbi, Rasheedul Haque, Senathirajah Abdul Rahman, Shaikhah Al-Ainati, Syriac Nellikunel Devasia

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How to Cite

Mohamed Amin, A. R., Piaralal, S., Zulkefli, N. A., Alharbi, A., Haque, R., Abdul Rahman, S., … Nellikunel Devasia, S. (2025). Service recovery performance in ODL: Examining organizational, work resource, and work demand factors with educator’s employment status as a moderator. Environment and Social Psychology, 10(6), ESP-3726. https://doi.org/10.59429/esp.v10i6.3726

Service recovery performance in ODL: Examining organizational, work resource, and work demand factors with educator's employment status as a moderator

Abdul Rahim Mohamed Amin

Faculty of Business and Management, Open University Malaysia, Selabgor, 50480, Malaysia

S.K. Piaralal

Faculty of Business and Management, Open University Malaysia, Selabgor, 50480, Malaysia

Nur Amalina Zulkefli

Faculty of Business and Management, Open University Malaysia, Selabgor, 50480, Malaysia

Ameen Alharbi

University of Business and Technology, Jeddah,21448,Saudi Arabia

Rasheedul Haque

Faculty of Business, Accounting, Finance, Law & Humanity, MAHSA University, Selangor,42610,Malaysia

Senathirajah Abdul Rahman

Faculty of Business and Communication, INTI International University, Negeri Sembilan,71800,Malaysia

Shaikhah Al-Ainati

Business Department, College of Business Studies, PAAET,Ardiya Safat,13092, Kuwait

Syriac Nellikunel Devasia

Faculty of Business, Economics and Finance, Perdana University, Selangor,43400,Malaysia


DOI: https://doi.org/10.59429/esp.v10i6.3726


Keywords: Service recovery performance; sustainable growth; open and distance learning; organisation factor, top management; work resource factors; work demand factors; employment status; self-efficacy

Abstract

Service recovery is critical to organizational success, particularly in educational institutions offering open and distance learning (ODL). Effective service recovery strategies ensure student retention and institutional reputation. However, despite its importance, research on service recovery performance among educators in ODL remains limited, particularly concerning factors that influence their ability to provide effective recovery. This gap highlights the need for a deeper examination of organizational, work resource, and work demand factors affecting educators' service recovery performance. The objective of this study is to examine the relationship between organizational factors (top management commitment), work resource factors (rewards, training, customer service orientation, empowerment), and work demand factors (emotional exhaustion, affective commitment, and self-efficacy) in shaping service recovery performance among ODL educators in Malaysia. Additionally, the study investigates how employment status moderates these relationships. A total of 443 responses were collected from ODL educators, including full-time and part-time, ensuring a diverse representation of experiences. By utilizing survey questionnaires and analyzing data through SPSS and PLS-SEM, the study aims to provide empirical evidence on key determinants of service recovery performance. The findings will offer significant insights for academic institutions and policymakers, helping them develop strategies to enhance service recovery efforts and improve overall student satisfaction in ODL environments.

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