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The effect of management commitment to service quality on job embeddedness and performance outcomes

Author

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  • Osman M. Karatepe
  • Georgiana Karadas

Abstract

The purpose of this study is to develop and test a conceptual model that examines job embeddedness as a partial mediator of the impact of management commitment to service quality on service recovery performance and extra-role customer service. Training, empowerment, and rewards are regarded as the three important indicators of management commitment to service quality. Data were obtained from a sample of fulltime frontline hotel employees with a time lag of one week in Romania. The results reveal that training, empowerment, and rewards are positively related to job embeddedness. As hypothesized, empowerment, rewards, and job embeddedness enhance service recovery performance, while training and empowerment increase extra-role customer service. The results further demonstrate that job embeddedness acts as a partial mediator of the effects of empowerment and rewards on service recovery performance. Implications of the results are discussed and future research directions are offered.

Suggested Citation

  • Osman M. Karatepe & Georgiana Karadas, 2011. "The effect of management commitment to service quality on job embeddedness and performance outcomes," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 13(4), pages 614-636, July.
  • Handle: RePEc:taf:jbemgt:v:13:y:2011:i:4:p:614-636
    DOI: 10.3846/16111699.2011.620159
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    Citations

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    Cited by:

    1. Hvass, Kristian A. & Torfadóttir, Embla, 2014. "Spatially dispersed employee recovery: An airline case study," Journal of Air Transport Management, Elsevier, vol. 34(C), pages 65-69.
    2. Jaroslav Belás, 2012. "Social Responsibility And Ethics In The Banking Business: Myth Or Reality? A Case Study From Slovak Republic," Economic Annals, Faculty of Economics, University of Belgrade, vol. 57(195), pages 115-138, October -.
    3. Paulin, Michele & Ferguson, Ronald J. & Bergeron, Jasmin, 2006. "Service climate and organizational commitment: The importance of customer linkages," Journal of Business Research, Elsevier, vol. 59(8), pages 906-915, August.
    4. Linas Šaulinskas & Narimantas Kazimieras Paliulis & Ieva Meidutė-Kavaliauskienė, 2013. "Theoretical and Practical Aspects of Logistic Quality Management System Documentation Development Process," Contemporary Economics, University of Finance and Management in Warsaw, vol. 7(4), December.
    5. Mackelprang, Alan W. & Jayaram, Jayanth & Xu, Kefeng, 2012. "The influence of types of training on service system performance in mass service and service shop operations," International Journal of Production Economics, Elsevier, vol. 138(1), pages 183-194.
    6. Nicholas Ashill & Jayne Krisjanous & Janet Carruthers, 2004. "Antecedents and outcomes of service recovery perfomance in private healthcare: An empirical investigation," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 1(2), pages 57-74, December.
    7. Sang-Man Kim & Jae-Young Oh, 2012. "Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 297-321, September.
    8. Jung-Hyun Lee & Min-su Kim & Aeeun Jeon, 2013. "The effects of emotional intelligence on service recovery and organizational loyalty: a case of flight attendants of South Korean airlines," Service Business, Springer;Pan-Pacific Business Association, vol. 7(4), pages 665-686, December.
    9. Juan Carlos Sanclemente, 2010. "Formación y entrenamiento para personal de contacto en empresas de servicios," REVISTA AD-MINISTER, UNIVERSIDAD EAFIT, September.
    10. repec:dug:actaec:y:2017:i:2:p:5-16 is not listed on IDEAS
    11. Ashill, Nicholas J. & Rod, Michel, 2011. "Burnout processes in non-clinical health service encounters," Journal of Business Research, Elsevier, vol. 64(10), pages 1116-1127, October.

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