Management commitment to service quality and organizational outcomes

Cheung, Millissa F.Y.; To, W. M.

Abstract

Purpose – This paper aims to explore the mediating role of effective employee involvement in the
links between management commitment to service quality, employees’ job satisfaction, and customer
perceptions of service performance.
Design/methodology/approach – Based on a review of the literature on service management, the
authors identified the role of effective employee involvement in the relationships between management
commitment to service quality and employees’ job satisfaction and between management commitment
to service quality and customer perceptions of service performance. Using a random sampling method,
the authors obtained 143 matched frontline employee-customer dyads in the Macao Special
Administrative Region of the People’s Republic of China.
Findings – The results of the structural equations analysis show that effective employee
involvement fully mediates the positive effects of management commitment to service quality on
employees’ job satisfaction and customer perceptions of service performance.
Practical implications – This study confirms that management commitment to service quality
alone does not produce positive organizational outcomes, unless linked with effective employee
involvement.
Originality/value – The paper contributes to the literature on service management by identifying
the mediating role of effective employee involvement in the relationships between management
commitment to service quality and organizational outcomes.
Keywords Employee involvement, Job satisfaction, China, Customer services quality, Service industries,
Employee attitudes

Citation

Cheung, M. F., & To, W. M. (2010). Management commitment to service quality and organizational outcomes. Managing Service Quality, 20(3), 259-272. https://doi.org/10.1108/09604521011041970

• Journal Article Type: Article
• Online Publication Date: May 18, 2010
• Publication Date: 2010
• Deposit Date: Feb 7, 2023
• Journal: Managing Service Quality
• Print ISSN: 0960-4529
• Publisher: Emerald
• Peer Reviewed: Peer Reviewed
• Volume: 20
• Issue: 3
• Pages: 259-272
• DOI: https://doi.org/10.1108/09604521011041970