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

被引：0
|
作者：
Emin Babakus
Ugur Yavas
Osman M. Karatepe
Turgay Avci
机构：
[1] University of Memphis,
[2] East Tennessee State University,undefined
[3] Eastern Mediterranean University,undefined
来源：
Journal of the Academy of Marketing Science | 2003年 / 31卷
关键词：
commitment to service quality; service recovery performance; survey; banking industry;
D O I：
暂无
中图分类号：
学科分类号：
摘要：
A service recovery performance model is proposed and tested with data from frontline 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.
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页码：272 / 286
页数：14
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