The DOI matches its Crossref record; 74 of the 74 references it cites were found in a registry or an index.
The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes
Open accessAbstract
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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Cites
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Cited by
The relationship of age to ten dimensions of job performance.
Ng, T. W. H., & Feldman, D. C. (2008) · Journal of Applied Psychology · doi:10.1037/0021-9010.93.2.392 · Cited by 1,224
Antecedents and effects of engaged frontline employees: A study from the hospitality industry
Slåtten, T., & Mehmetoglu, M. (2011) · Managing Service Quality: An International Journal · doi:10.1108/09604521111100261 · Cited by 296
Marketing research using single-item indicators in structural equation models
Petrescu, M. (2013) · Journal of Marketing Analytics · doi:10.1057/jma.2013.7 · Cited by 279
Babakus, E., Yavas, U., & Ashill, N. J. (2010) · Services Marketing Quarterly · doi:10.1080/15332969.2011.533091 · Cited by 216
Self-citationServant leadership, organisational trust, and bank employee outcomes
Karatepe, O. M., Ozturk, A., & Kim, T. T. (2019) · The Service Industries Journal · doi:10.1080/02642069.2018.1464559 · Cited by 137
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Metadata
- Authors
- Babakus, E., Yavas, U., Karatepe, O. M., & Avci, T.
- Venue
- Journal of the Academy of Marketing Science
- Published
- 2003-06-01
- Volume
- 31
- Issue
- 3
- Pages
- 272-286
- ISSN
- 0092-0703 (ISSN-L)
- 0000-0000
- OpenAlex
- W2153838988
- Cited by
- 561
- References
- 74
- FWCI
- 16.13
- Type
- journal article
- Language
- en
- Open access
- green
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
