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

[31] Are Performance Management Practices Associated With Better Outcomes? Empirical Evidence From New York Public Schools
Sun, Rusi
Van Ryzin, Gregg G.
AMERICAN REVIEW OF PUBLIC ADMINISTRATION, 2014, 44 (03): : 324 - 338
[32] Impact of total quality management, organisational excellence and entrepreneurial orientation on organisational performance: empirical evidence from the public sector in UAE
Al-Dhaafri, Hassan Saleh
Alosani, Mohammed Saleh
BENCHMARKING-AN INTERNATIONAL JOURNAL, 2020, 27 (09) : 2497 - 2519
[33] Talent management practices and other factors affecting employee performance in the public healthcare sector in poland: an empirical study using structural equation modelling
Wioletta Pomaranik
Magdalena Kludacz-Alessandri
BMC Health Services Research, 24 (1)
[34] Customer management and new technology: An investigation of how 5 star hotel employees perceive new technologies in the facilitation of customer retention and provision of service quality
Pantelidis, IS
Protopapa, M
INFORMATION TECHNOLOGY AND ORGANIZATIONS: TRENDS, ISSUES, CHALLENGES AND SOLUTIONS, VOLS 1 AND 2, 2003, : 504 - 507
[35] The Relationship between E-Service Quality and Ease of Use On Electronic Customer Relationship Management (E-CRM) Performance: An Empirical Investigation In Jordan Mobile Phone Services
Wahab, Samsudin
Nor, Nor Azila Mohd
AL-Momani, Khaled
2010 INTERNATIONAL CONFERENCE ON E-EDUCATION, E-BUSINESS, E-MANAGEMENT AND E-LEARNING: IC4E 2010, PROCEEDINGS, 2010, : 368 - 372

← 1 2 3 4 →