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101.
The effect of management commitment to service quality on employees’ affective and performance outcomes 总被引:1,自引:0,他引:1
Emin Babakus Ugur Yavas Osman M. Karatepe Turgay Avci 《Journal of the Academy of Marketing Science》2003,31(3):272-286
A service recovery performance model is proposed and tested with data from frontline bank employees in Turkey. The model is
derived from Bagozzi's (1992) reformulation of attitude theory. The empirical results suggest that top management commitment
to service quality, as manifested by frontline employees' 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' affective commitment to their organization and job satisfaction.
Implications of the results and further research avenues are discussed.
Emin Babakus (ebabakus@ memphis.edu) (Ph.D., University of Alabama, 1985) is a professor of marketing at the University of Memphis. In
addition to theJournal of the Academy of Marketing Science, his research has been published in such journals as theJournal of Marketing Research, theInternational Journal of Research in Marketing, theJournal of Retailing, theJournal of Business Research, and theJournal of Advertising Research. He serves on the editorial review boards of several journals.
Ugur Yavas (raxyavas@mail.etsu.edu) (Ph.D., Georgia State University, 1976) is a professor of marketing at East Tennessee State University.
Besides theJournal of the Academy of Marketing Science, he has contributed to such journals as theJournal of Marketing Research, theJournal of Business Research, theInternational Journal of Research in Marketing, theEuropean Journal of Marketing, International Marketing Review, theJournal of International Marketing, Management International Review, theJournal of the Market Research Society, theInternational Journal of Service Industry Management, andLong Range Planning. He currently serves as the editor of theJournal of Asia-Pacific Business.
Osman M. Karatepe (osman.karatepe@emu.edu.tr) (Ph.D., Hacettepe University, Ankara, Turkey, 2002) is an assistant professor of marketing at
Eastern Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals as theJournal of Hospitality and Leisure Marketing, The Service Industries Journal, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the associate editor of theEMU Journal of Tourism Research.
Turgay Avci (turgay.avci@emu.edu.tr) (Ph.D., Cukurova University, Adana, Turkey, 1995) is an assistant professor of management at Eastern
Mediterranean University (Turkish Republic of Northern Cyprus). He has contributed to such journals asThe Service Industries Journal, theJournal of Hospitality and Leisure Marketing, Tourism Analysis, theInternational Journal of Hospitality and Tourism Administration, andAnatolia: An International Journal of Tourism and Hospitality Research. He currently serves as the editor-in-chief of theEMU Journal of Tourism Research. 相似文献
102.
张冬梅 《山西财经大学学报》2005,27(5):52-56
经营者人力资本是企业人力资本中高价值的人力资本。经营者人力资本能提升企业核心能力,优化企业所有权安排,是企业治理的核心资本。经营者人力资本、经营者人力资本产权、经营者人力资本价值与企业所有权安排对企业绩效的作用是直接且重要的,因此,在企业治理中,要合理配置经营者人力资本,使企业激励机制的设计更加有效。 相似文献
103.
改革开放以来,中国FDI流入量不断提高,对经济发展的作用也日益重要。今后,应当根据全球FDI流动的新趋势,加快我国吸收外FDI方式创新。 相似文献
104.
张国生 《南京财经大学学报》2006,(2):88-92
受托责任要求政府对公民负责,说明公共资金的筹集和使用。这要求政府对外披露业绩信息以评价其受托责任,对内提供业绩信息以改进决策。本文探讨了受托责任的内涵及其与业绩报告的关系,分析如何计量和报告业绩,并根据我国的实际情况提出了改进我国政府业绩计量和报告的建议。 相似文献
105.
制度在经济绩效中的作用 总被引:1,自引:2,他引:1
中央计划经济的绩效与市场经济的绩效有显著性的差异,产权和资源配置方式的差异是决定不同经济体系经济绩效差异最为重要的因素。制度是经济体中经济个体博弈的基本规则。市场经济比中央计划经济提供了更强的激励.从而更有效地减轻了道德风险带来的效率损失,所以从消费者福利来看,市场经济比中央计划经济更有效。在一定的条件下,无论是从产出还是从消费者的福利来看,市场经济都比中央计划经济更有效率。 相似文献
106.
我国人口劳动力参与率影响因素的实证分析(1978~2001年) 总被引:2,自引:0,他引:2
金剑 《河北经贸大学学报》2004,25(2):13-17
劳动力参与率的影响因素错综复杂。在中国,性别因素和工资水平对劳动力参与率水平的影响作用并不显著;经济增长和教育水平的提高与劳动力参与率水平正相关,而固定资产投资、城市化水平的提高和失业率的上升却是引起劳动力参与率水平不断下降的主要因素。 相似文献
107.
物流建设是“一带一路”倡议发展的重点。通过物流设施建设、拓展物流业发展的新方向,促进地区融合、加强多边贸易、加速互联互通,是我国现行经济格局下“一带一路”重点建设省市物流发展的新走向。文章从政府行为、社会效益、服务水平三个维度构建了包含地区经济、物流政策、数字物流等14个指标的物流绩效评价指标体系,利用数据包络法对我国“一带一路”重点建设省市的物流绩效进行评价,发现我国物流业发展存在地区差异大、服务水平过低的现象。结合地方政府的政策解读,发现我国地区物流绩效水平呈现出一定的政策相关性,可通过合理的政策引导促进地区物流业的发展。 相似文献
108.
农业是我国政府关注的重点领域。在农业现代化建设、供给侧改革和乡村振兴等多个契机的推动下,我国以农业创新、农业增效为主题,以农产品电子商务、农产品加工、农业资源循环利用等为主要形式的新型农业项目开始崭露头角。对新型农业项目绩效审计机理及实施策略进行研究,是审计职能发展、政府预算管理和项目自身管理的要求,有助于新型农业项目合理使用资金,促进行业健康发展。 相似文献
109.
This paper compares the unobservable style effect between independent directors and supervisory directors on firm performance. Utilizing the unique Chinese board system with both independent and supervisory directors and a large panel data of 2,240 public firms from 2003 to 2017, this paper finds that both supervisory and independent style is crucial in determining variations of firm performance. The effects of both independent and supervisory director style are less significant when the “type II” agency problem is more severe in a firm. Moreover, outside independent director style is more effective when information costs are low or when firms need more outside resources, while inside supervisor director style is more effective when there are no major internal changes. Finally, the results also suggest that increasing qualified supervisor representations are beneficial to firms. 相似文献
110.
《Journal of Contemporary Accounting and Economics》2022,18(2):100315
We examine the impact of CEO power on reading difficulty of corporate annual reports. We find that CEO power is positively related to reading difficulty, implying that annual reports of corporations with powerful CEOs are difficult to read and understand. More importantly, we find that the relation between CEO power and reading difficulty is moderated by earnings performance or corporate governance. Additional findings suggest that this relation becomes stronger for firms with lower financial reporting quality or for CEOs with shorter tenure. Our study not only joins the debate on the consequences of powerful CEOs but also uncovers several factors that moderate the relation between CEO power and annual report reading difficulty. 相似文献