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

被引：309

作者：

Babakus, E ^{[1
]}

Yavas, U

Karatepe, OM

Avci, T

机构：

[1] Univ Memphis, Memphis, TN 38152 USA

[2] E Tennessee State Univ, Johnson City, TN 37614 USA

[3] Eastern Mediterranean Univ, Gazimagusa, Turkish Republi, Turkey

来源：

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE | 2003年 / 31卷 / 03期

关键词：

commitment to service quality; service recovery performance; survey; banking industry;

D O I：

10.1177/0092070303031003005

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

A service recovery performance model is proposed and tested with data from front line bank employees in Turkey. The model is derived from Bagozzi'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.

引用

页码：272 / 286

页数：15

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