Impact of High-Performance Work Systems on Service Recovery (An Empirical Study on BNET, Employees in Kingdom of Bahrain)

This research aimed to measure the impact of high-performance work systems on service recovery at BNET Company in the Kingdom of Bahrain. The study developed a questionnaire that was distributed to 202 of its employees. 174 questionnaires were retrieved, the results revealed a statistically significant positive impact of high-performance work systems with its three dimensions (training, rewards, and empowerment) on service recovery in this company. The results also showed statistically significant differences among those employees' opinions regarding high-performance work systems due years of experience, while the results did not support statistically significant differences among those employees' opinions regarding high-performance work systems and service recovery due to (gender, age, educational qualification, job level). The study recommended considering the possibility of designing forms to evaluate all the services that BNET provides to its customers, provided that these forms are precisely defined according to the nature of the service provided and not a unified form for evaluating all types of services. The study also recommended organizing meetings with suppliers and service providers that deal with BNET to identify areas of weakness in all stages of customer service that need improvement. The study also recommended developing a clear framework for the scenarios in which employees can deal with customer problems and the actions they can take, while precisely specifying the level of required interventions that employees can initiate and implement.