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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 Number | Location | Available |
|---|---|---|
| PSB lt.dasar - Pascasarjana | 1 |
| 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 | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |