The Effect of Management Commitment to Service Quality on Job Embeddedness and Performance Outcomes

Abstract

Abstract. The purpose of this study is to develop and test a conceptual model that examines job embeddedness as a partial mediator of the impact of management commitment to service quality on service recovery performance and extra-role customer service. Training, empowerment, and rewards are regarded as the three important indicators of management commitment to service quality. Data were obtained from a sample of fulltime frontline hotel employees with a time lag of one week in Romania. The results reveal that training, empowerment, and rewards are positively related to job embeddedness. As hypothesized, empowerment, rewards, and job embeddedness enhance service recovery performance, while training and empowerment increase extra-role customer service. The results further demonstrate that job embeddedness acts as a partial mediator of the effects of empowerment and rewards on service recovery performance. Implications of the results are discussed and future research directions are offered.

Thinking job embeddedness not turnover: Towards a better understanding of frontline hotel worker retention

“…This view is supported by both the original authors and the findings of subsequent research (e.g. Burton, Holtom, Sablynski, Mitchell & Lee, 2010;Karatepe & Karadas, 2012).Unfortunately, the preference for a composite or global measure has obscured more meaningful analysis of individual factors. The "mean of means" approach (Mitchell et al, :1111 obfuscates divergences and contradictions between factors through the application of central tendency formulae.…”

The Importance of Supervisor Support for Effective Hotel Employees

“…Consistent with previous and recent studies (e.g., Babakus et al 2003;Karatepe and Karadas 2012;Feldman 2010, 2011), age, gender, education, organizational tenure, and marital status are treated as control variables, because they may be significantly related to study variables and confound the relationships demonstrated in the model.…”

“…Karatepe and Karadas 2012;Ng and Feldman 2010). I have included these performance outcomes in the research model to understand whether job embeddedness simultaneously leads to service recovery performance and job performance.…”

How Leadership Styles Influence Commitment to Service Quality (CSQ): A Case Study of Hospitals of Sindh Pakistan

“…Karatepe, & Karadas, 2012Lau, 2014. None of studies have focused on the CSQ from employee perspective.…”