<title>Abstract</title> 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...

Purpose: The purpose of this paper is to investigate the potential mediators that operate in the black box between high-performance work systems (HPWS) and employee outcomes. Design/methodology/approach: The relationships the authors developed were assessed via data obtained from a time-lagged...