Construct · 1 fields · 1 citations

management commitment to service quality: a standalone construct

One name. One construct. A landmark on the map.

● anchor · a standalone construct Nearest construct by meaning·not indexed
management commitmentto service quality1 CONSTRUCTManagement commitment toHARTLINE · SERVICES MARKETING

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Services marketing

managers' visible dedication to service quality, which shapes contact employees' role stress, self-efficacy and service performance.

In services marketing, management commitment to service quality refers to managers' visible dedication to service quality, which shapes contact employees' role stress, self-efficacy and service performance. This meaning comes from Hartline (1996) in Journal of Marketing.[1]

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Nearby constructs

commitment5 fields · 9 citationsjingle · one name, five constructscontact2 fields · 3 citationsjingle · one word, two constructsperformance6 fields · 8 citationsjingle · one word, five performances

References

  1. Hartline, M. D., & Ferrell, O. C. (1996). The Management of Customer-Contact Service Employees: An Empirical Investigation. Journal of Marketing, 60(4), 52-70. https://doi.org/10.1177/002224299606000406

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