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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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.
| Author(s): | Demirbag, Mehmet, Sahadev, Sunil, Kaynak, Erdener and Akgul, Aziz | Item type: | Article |
|---|---|
| ID code: | 46126 |
| Keywords: | customer orientation of organizations, quality commitment, Turkey, Marketing. Distribution of products, Marketing |
| Subjects: | Social Sciences > Commerce > Marketing. Distribution of products |
| Department: | Strathclyde Business School > Strategy and Organisation |
| Depositing user: | Pure Administrator |
| Date deposited: | 26 Nov 2013 11:34 |
| Last modified: | 17 Jan 2020 17:03 |
| URI: | https://strathprints.strath.ac.uk/id/eprint/46126 |
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