… Against this background, the purpose of this study is to investigate how frontline employees’
service recovery performance is influenced by management commitment to service quality (…

… Frontline employees (FLEs) completed a self‐administered questionnaire … management
commitment to service quality (MCSQ) affect their job satisfaction and organisational commitment…

… The purpose of this paper is to investigate a model of management commitment to service
quality (MCSQ) and service recovery performance in the context of public and private …

… of manager commitment to service quality relative to frontline service employee commitment
to … provision settings due to the active role of frontline employees in satisfying customers. …

… employee and firm customer orientation (FCO) on the organizational commitment of frontline
service employees. … employee customer orientation (ECO) and FCO affects organizational …

… of management commitment, intrinsic motivation, and nepotism on job satisfaction, affective
commitment, and quit intention of hotel frontline employees in … and affective commitment, all …

… Through participating in quality development, management provides front line employees
with guidance and encouragement during the service delivery process, coaches them to …

… the critical role of employees’ organizational commitment in the link … Given that our sample
is comprised frontline employees such as … Based on a sample of frontline employees in the …

… This company always strives to provide quality service for its consumers and is committed to
… The key to achieve this commitment prevails in its frontline employees. Frontline employees …

… Introduction High quality of frontline employees is integral to the excellence of firms … between
management commitment to effective employee involvement and how effective employee …