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
~Pre-2012 Faculty Structure > Faculty of Business and Law > Department of Business and Management
~Pre-2012 Faculty Structure > Faculty of Business and Law > Bristol Social Marketing Centre
ID Code:15534
Deposited By: H. Carey
Deposited On:09 Aug 2011 14:47
Last Modified:22 Nov 2012 15:50

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