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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, Nicholas J.; Rod, Michel; Carruthers, Janet

Authors

Nicholas J. Ashill

Michel Rod



Abstract

We present and test a model of behavioural job outcomes grounded in Bagozzi's (1992) reformulation of attitude theory in the important and novel context of a former public sector government department that has undergone corporatisation. Frontline employees (FLEs) completed a self-administered questionnaire on how factors characterising management commitment to service quality (MCSQ) affect their job satisfaction and organisational commitment, and how these job attitudes impact service recovery performance and turnover intentions. Data obtained from the FLEs were analysed using the SEM-based Partial Least Squares (PLS) methodology. Results suggest there is a significant influence of MCSQ on job attitudes, which in turn influence service recovery performance and turnover intentions. Implications of the results and further research directions are discussed. © 2008 Taylor & Francis.

Citation

Ashill, N. J., Rod, M., & 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), 437-462. https://doi.org/10.1080/09652540802480944

Journal Article Type Article
Publication Date Dec 1, 2008
Journal Journal of Strategic Marketing
Print ISSN 0965-254X
Electronic ISSN 1466-4488
Publisher Taylor & Francis (Routledge)
Peer Reviewed Peer Reviewed
Volume 16
Issue 5
Pages 437-462
DOI https://doi.org/10.1080/09652540802480944
Keywords management commitment to service quality (MCSQ), job satisfaction, organisational commitment, service recovery performance, turnover intentions, state‐owned enterprise (SOE), frontline employees (FLEs)
Public URL https://uwe-repository.worktribe.com/output/1006907
Publisher URL http://dx.doi.org/10.1080/09652540802480944