THE EFFECT OF MANAGEMENT COMMITMENT TO SERVICE QUALITY ON JOB EMBEDDEDNESS AND PERFORMANCE OUTCOMES

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dc.contributor.authorKaratepe, Osman M.
dc.contributor.authorKaradas, Georgiana
dc.date.accessioned2026-02-06T18:24:42Z
dc.date.issued2012
dc.departmentDoğu Akdeniz Üniversitesi
dc.description.abstractThe purpose of this study is to develop and test a conceptual model that examines job embeddedness as a partial mediator of the impact of management commitment to service quality on service recovery performance and extra-role customer service. Training, empowerment, and rewards are regarded as the three important indicators of management commitment to service quality. Data were obtained from a sample of full-time frontline hotel employees with a time lag of one week in Romania. The results reveal that training, empowerment, and rewards are positively related to job embeddedness. As hypothesized, empowerment, rewards, and job embeddedness enhance service recovery performance, while training and empowerment increase extra-role customer service. The results further demonstrate that job embeddedness acts as a partial mediator of the effects of empowerment and rewards on service recovery performance. Implications of the results are discussed and future research directions are offered.
dc.identifier.doi10.3846/16111699.2011.620159
dc.identifier.endpage636
dc.identifier.issn1611-1699
dc.identifier.issn2029-4433
dc.identifier.issue4
dc.identifier.orcid0000-0003-3120-8755
dc.identifier.orcid0000-0001-5186-2629
dc.identifier.scopus2-s2.0-84866692940
dc.identifier.scopusqualityQ1
dc.identifier.startpage614
dc.identifier.urihttps://doi.org/10.3846/16111699.2011.620159
dc.identifier.urihttps://hdl.handle.net/11129/10329
dc.identifier.volume13
dc.identifier.wosWOS:000308990100003
dc.identifier.wosqualityQ1
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.language.isoen
dc.publisherVilnius Gediminas Tech Univ
dc.relation.ispartofJournal of Business Economics and Management
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/openAccess
dc.snmzKA_WoS_20260204
dc.subjectcommitment to service quality
dc.subjectextra-role customer service
dc.subjectjob embeddedness
dc.subjectRomania
dc.subjectservice recovery performance
dc.titleTHE EFFECT OF MANAGEMENT COMMITMENT TO SERVICE QUALITY ON JOB EMBEDDEDNESS AND PERFORMANCE OUTCOMES
dc.typeArticle

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