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The effect of management commitment to service quality on employees' affective and performance outcomes

A service recovery performance model is proposed and tested with data from frontline bank employees in Turkey. The model is derived from Bogozzi's (1992) reformulation of attitude theory. The empirical results suggest that top management commitment to service quality, as manifested by frontline employees' appraisal of training, empowerment, and rewards, has a significant effect on their perceptions of service recovery performance. The influence of management commitment to service quality on service recovery performance is mediated by frontline employees' affective commitment to their organization and job satisfaction. Implications of the results and further research avenues are discussed..Printed Journal

Ketersediaan

Call NumberLocationAvailable
PSB lt.dasar - Pascasarjana1
Penerbit Academy of Marketing Science.,
Edisi -
Subjek Job satisfaction
Statistical analysis
Banking industry
Quality of service
Employee attitude
Customer Retention
studies
ISBN/ISSN 920703
Klasifikasi -
Deskripsi Fisik -
Info Detail Spesifik -
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