| The effect of management commitment to service quality on employees' affective and performance outcomes |
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| Author(s): Babakus E, Yavas U, Karatepe OM, Avci T |
| Source: JOURNAL OF THE ACADEMY OF MARKETING SCIENCE Volume: 31 Issue: 3 Pages: 272-286 Published: SUM 2003 |
| Times Cited: 12 References: 87 |
| Abstract: 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. |
| Document Type: Article |
| Language: English |
| Reprint Address: Babakus, E (reprint author), Univ Memphis, Memphis, TN 38152 USA |
Addresses:
1. Univ Memphis, Memphis, TN 38152 USA
2. E Tennessee State Univ, Johnson City, TN 37614 USA |
| Publisher: SAGE PUBLICATIONS INC, 2455 TELLER RD, THOUSAND OAKS, CA 91320 USA |
| Subject Category: Business |
| IDS Number: 693ZP |
| ISSN: 0092-0703 |
| DOI: 10.1177/0092070303253525 |