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The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes

University of Memphis

Ugur Yavas

East Tennessee State University

Osman M. Karatepe

Turgay Avci

Eastern Mediterranean University, Turkish Republic of Northern Cyprus

A service recovery performance model is proposed and tested with data from frontline bank employees in Turkey. The model is derived from Bagozzi's (1992) reformulation of attitude theory. The empirical results suggest that top management commitment to service quality, as manifested by frontline employees' appraisal of training, empowerment, and rewards, has a significant effect on their perceptions of service recovery performance. The influence of management commitment to service quality on service recovery performance is mediated by frontline employees' affective commitment to their organization and job satisfaction. Implications of the results and further research avenues are discussed.

Key Words: commitment to service quality • service recovery performance • survey • banking industry

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