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

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dc.contributor.authorBabakus, E
dc.contributor.authorYavas, U
dc.contributor.authorKaratepe, OM
dc.contributor.authorAvci, T
dc.date.accessioned2026-02-06T18:52:37Z
dc.date.issued2003
dc.departmentDoğu Akdeniz Üniversitesi
dc.description.abstractA 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.
dc.identifier.doi10.1177/0092070303031003005
dc.identifier.endpage286
dc.identifier.issn0092-0703
dc.identifier.issn1552-7824
dc.identifier.issue3
dc.identifier.orcid0000-0003-3120-8755
dc.identifier.scopusqualityQ1
dc.identifier.startpage272
dc.identifier.urihttps://doi.org/10.1177/0092070303031003005
dc.identifier.urihttps://hdl.handle.net/11129/15618
dc.identifier.volume31
dc.identifier.wosWOS:000183748500005
dc.identifier.wosqualityQ1
dc.indekslendigikaynakWeb of Science
dc.language.isoen
dc.publisherSpringer
dc.relation.ispartofJournal of the Academy of Marketing Science
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.snmzKA_WoS_20260204
dc.subjectcommitment to service quality
dc.subjectservice recovery performance
dc.subjectsurvey
dc.subjectbanking industry
dc.titleThe effect of management commitment to service quality on employees' affective and performance outcomes
dc.typeArticle

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