The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context

Ashill, N., Rod, M. and Carruthers, J. (2008) The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context. Journal of Strategic Marketing , 16 (5). pp. 405-430. ISSN 0965-254X

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Publisher's URL: http://dx.doi.org/10.1080/09652540802480944


Item Type:Article
Uncontrolled Keywords:management commitment to service quality (MCSQ), job satisfaction, organisational commitment, service recovery performance, turnover intentions, state‐owned enterprise (SOE), frontline employees (FLEs)
Faculty/Department:Faculty of Business and Law > Department of Business Management
ID Code:15534
Deposited By: H. Carey
Deposited On:09 Aug 2011 14:47
Last Modified:12 Aug 2013 08:06

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