TO EXAMINE THE MEDIATING IMPACT OF WORK ENGAGEMENT AMONG THE RELATIONSHIP OF HUMAN RESOURCE MANAGEMENT PRACTICES AND SERVICE RECOVERY PERFORMANCE DURING PANDEMIC-19

Abstract

This study seeks to examine the mediating impact of work engagement between the relationship of human resource management practices and service recovery performance of Takaful industry in Saudi Arabia during Covid-19 pandemic. For this purpose, data has been collected from 350 employees by using a convenient sampling technique constituting a response rate of 70 percent. Through a cross sectional research design, this research applies a quantitative research method to study this impact. The Structural Equation Modeling (SEM) had shown that all the HRMP namely human capital, training, rewards, internal career opportunities, job description, staff participation had a positive and significant relationship with the service recovery performance. On the other hand, work engagement had also a significant mediating effect among most of HRMP and service recovery performance except staff participation and service recovery performance. As work engagement has a mediating impact on most aspects of HRMP and service recovery performance, therefore, this contribution is considered to be substantial contribution to the existing body of literature. Based on these findings, this study could help managers and owners understand the importance of HRMP in enhancing service recovery performance. The design and context-based limitations of this study and the future directions that point to it are also discussed in the concluding sections of the study. © 2021. All Rights Reserved.