Management commitment to service quality and organizational outcomes
(2010)
Journal Article
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
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/methodolo... Read More about Management commitment to service quality and organizational outcomes.