publication . Thesis . 2011

Management commitment to service quality, job embeddedness, and performance outcomes: A study of hotel employees in Romania

Cojocaru, Georgiana;
Open Access English
  • Published: 01 Jun 2011
  • Publisher: Eastern Mediterranean University (EMU)
  • Country: Cyprus
Abstract
ABSTRACT: The purpose of this thesis is to develop and test a conceptual model that examines the relationships among management commitment to service quality, job embeddedness, and performance outcomes. Training, empowerment, and rewards are the indicators of management commitment to service quality. Service recovery performance and extra-role customer service are the performance variables. The aforementioned relationships were tested via data obtained from employees in the four- and five-star hotels in the Poiana Brasov region in Romania using hierarchical multiple regression analysis. These hotel employees are the ones having intense face-to-face or voice-to-v...
Subjects
free text keywords: Tourism Hotel Industry - Service Quality - Romania, Employee motivation - Hotel Industry - Romania, Commitment to Service Quality - Hotel Employees - Job Embeddedness - Performance - Romania
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