The effect of management commitment to service quality on employees' affective and performance outcomes

Journal of the Academy of Marketing Science

Volumn 31, Issue 3, 2003, Pages 272-286

  Babakus, Emin ^b   Yavas, Ugur ^a   Karatepe, Osman M ^b   Avci, Turgay ^b  

^a EAST TENNESSEE STATE UNIVERSITY   (United States)

^b NONE

Author keywords

Banking industry; Commitment to service quality; Service recovery performance; Survey

Indexed keywords

EID: 0038336613     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1177/0092070303031003005     Document Type: Review

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