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All Outputs (4)

The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context (2008)
Journal Article
Ashill, N. J., Rod, M., & Carruthers, J. (2008). The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context. Journal of Strategic Marketing, 16(5), 437-462. https://doi.org/10.1080/09652540802480944

We present and test a model of behavioural job outcomes grounded in Bagozzi's (1992) reformulation of attitude theory in the important and novel context of a former public sector government department that has undergone corporatisation. Frontline emp... Read More about The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context.

The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise (2008)
Journal Article
Rod, M., Ashill, N. J., & Carruthers, J. (2008). The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise. Journal of Retailing and Consumer Services, 15(1), 22-31. https://doi.org/10.1016/j.jretconser.2007.02.002

Frontline employees (FLEs) in a large state-owned enterprise (SOE) completed a self-administered questionnaire on job demand stressors affecting their service recovery efforts, their organisational commitment, and job satisfaction. Analysis of the da... Read More about The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise.