The effect of management commitment to service quality on frontline employees' affective and performance outcomes: an empirical investigation of the New Zealand public healthcare sector

被引：20

作者：

Ashill, Nicholas J. ^{[1
]}

Carruthers, Janet ^{[1
]}

Krisjanous, Jayne ^{[1
]}

机构：

[1] Victoria Univ Wellington, Mkt, Wellington, New Zealand

来源：

INTERNATIONAL JOURNAL OF NONPROFIT AND VOLUNTARY SECTOR MARKETING | 2006年 / 11卷 / 04期

关键词：

D O I：

10.1002/nvsm.281

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Very little attention has been given to understand the antecedents of service recovery performance in a public healthcare setting. In this study, a cross-sectional survey investigates a model of service recovery performance. Frontline hospital employees completed a self-administered questionnaire on how factors characterising management commitment to service quality (MCSQ) affect their service recovery efforts. The results suggest the influence ofMCSQis mediated by frontline employees' affective commitment to their hospital. The research advances understanding of frontline service recovery performance in a public healthcare setting and the findings indicate that public healthcare managers can take actions on a number of fronts to assist progress towards the achievement of frontline service recovery excellence. Copyright (C) 2006 John Wiley & Sons, Ltd.

引用

页码：271 / 287

页数：17

共 35 条

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