The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context
Year of publication: |
2008
|
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Authors: | Ashill, Nicholas J. ; Rod, Michel ; Carruthers, Janet |
Published in: |
Journal of strategic marketing. - Abingdon : Taylor & Francis, ISSN 0965-254X, ZDB-ID 1279794-7. - Vol. 16.2008, 5, p. 437-462
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Subject: | Dienstleistungsqualität | Service quality | Arbeitszufriedenheit | Job satisfaction | Verkaufspersonal | Salespeople | Neues Steuerungsmodell | New public management |
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