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

  • Emin Babakus
  • Ugur Yavas
  • Osman M. Karatepe
  • Turgay Avci
Research Notes


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.


commitment to service quality service recovery performance survey banking industry 


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Copyright information

© Academy of Marketing Science 2003

Authors and Affiliations

  • Emin Babakus
    • 1
  • Ugur Yavas
    • 2
  • Osman M. Karatepe
    • 3
  • Turgay Avci
    • 3
  1. 1.University of MemphisMemphisUSA
  2. 2.East Tennessee State UniversityUSA
  3. 3.Eastern Mediterranean UniversityTurkish Republic of Northern Cyprus

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