Management commitment to service quality and organizational outcomes

Purpose - This paper aims to explore the mediating role of effective employee involvement in the links between management commitment to service quality, employees' job satisfaction, and customer perceptions of service performance.Design methodology approach - Based on a review of the literature...

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Veröffentlicht in:	Managing service quality 2010-05, Vol.20 (3), p.259-272
Hauptverfasser:	Cheung, Millissa F.Y., To, W.M.
Format:	Artikel
Sprache:	eng
Schlagworte:	China Customer services Customer services quality Employee attitude Employee attitudes Employee involvement Empowerment Hypotheses International Job satisfaction Management science Quality of service Self-efficacy Service industries Studies
Online-Zugang:	Volltext
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