The Impact of Human Resource Management Practices on Service Recovery Performance among Telecommunication Companies in Yemen

Abstract

This study examines the direct empirical relationship between human resource management practices on service recovery performance among in four telecommunication companies in Yemen, which are Tele-Yemen, MTN Yemen, Y Telecom, and Yemen Mobile. The paper investigates the impact of human resource management (HRM) practices on service recovery performance based on employee rewards, employee training, team work and Job satisfaction. The study is conducting among employees working in telecommunication companies in Yemen where the data is collected using the research questionnaire that is distributed to employees working in telecommunication companies in Yemen and analysis has conducted through using the IBM SPSS software version 21. The results show that all the predictors have significant effects on service recovery performance with job satisfaction which have the highest effects. All the demographic variables have no significant effects on employees' rewards; however employees' incomes have significant effects on employees' rewards. The contribution of this research includes providing a theoretical explanation for the relationship between service recovery performance and its associated outcomes.