Modeling quality commitment in service organizations : an empirical study

Demirbag, Mehmet and Sahadev, Sunil and Kaynak, Erdener and Akgul, Aziz (2012) Modeling quality commitment in service organizations : an empirical study. European Journal of Marketing, 46 (6). pp. 790-810. ISSN 0309-0566

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Abstract

The purpose of this paper is to attempt to model the antecedents and consequences of quality commitment among employees in a service organization. The conceptual model based on extant literature on quality commitment is validated through a study among employees in a consultancy organization in Turkey involved in servicing SMEs. The conceptual model finds reasonable support through the study. All the proposed antecedents and consequences are found to be linked positively as per the propositions. The study is based on a single organization, which could impact the generalizability of the results. Further two of the constructs are measured using two item scales, affecting the scale validity. This paper introduces a model of quality commitment, which focuses on the outcomes of quality commitment, and validates it in the context of a service organization.