Employees' perception of their job and organization is believed to influence service quality
(SQ). Hence, this study aims to integrate a mediating and moderating model to improve SQ …

A service recovery performance model is proposed and tested with data from frontline bank
employees in Turkey. The model is derived from Bagozzi's (1992) reformulation of attitude …

Abstract Service process performance of an organization should be measured continuously
to achieve competitive advantage and this is possible through providing excellent service by …

This study considers the impact that some organisational factors can have on a service firm's
ability to return dissatisfied customers to a state of satisfaction through service recovery. In …

The paper proposes and empirically evaluates a new internal marketing (IM) implementation
model as a framework for implementing marketing strategies. The paper proposes the …

An inter‐disciplinary approach is adopted to provide a deeper understanding of the human
resource‐service quality relationship. The paper tests the relationships organisational …

Rewards being an important component of exchange theory, this research examines
relationships among frontline employees' perceptions of rewards (extrinsic and intrinsic) and …

Purpose-The general objective of this study was to examine the influence of airline service
quality on passenger satisfaction and loyalty. To achieve this, the research was guided by …

Previous service workplace research has indicated the impact of supportive supervisors,
teams, other departments, and technology on employee satisfaction and organizational …

Malaysia is filled with lots of exciting places for family activities thus it is an ideal destination
for local and international tourists. Tourism Malaysia data shows that tourist arrivals to …