The Effect of Management Commitment to Service Quality on Employees\u27 Affective and Performance Outcomes

A service recovery performance model is proposed and tested with data from frontline bank employees in Turkey. The model is derived from Bagozzi\u27s (1992) reformulation of attitude theory. The empirical results suggest that top management commitment to service quality, as manifested by frontline employees\u27 appraisal of training, empowerment, and rewards, has a significant effect on their perceptions of service recovery performance. The influence of management commitment to service quality on service recovery performance is mediated by frontline employees\u27 affective commitment to their organization and job satisfaction. Implications of the results and further research avenues are discussed