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

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.