Modeling quality commitment in service organizations: an empirical study

Purpose – The purpose of this paper is to attempt to model the antecedents and consequences of quality commitment among employees in a service organization. Design/methodology/approach – The conceptual model based on extant literature on quality commitment is validated through a study among employees in a consultancy organization in Turkey involved in servicing SMEs. Findings – The conceptual model finds reasonable support through the study. All the proposed antecedents and consequences are found to be linked positively as per the propositions. Research limitations/implications – The study is based on a single organization, which could impact the generalizability of the results. Further two of the constructs are measured using two item scales, affecting the scale validity. Originality/value – This paper introduces a model of quality commitment, which focuses on the outcomes of quality commitment, and validates it in the context of a service organization.