Organizational commitment and service delivery: evidence from an industrial setting in the UK
| Autor: | Derek Bromfield, Susan K. Foreman, Leyland Pitt |
|---|---|
| Rok vydání: | 1995 |
| Předmět: |
Organizational Behavior and Human Resource Management
Service quality Teamwork Knowledge management ComputingMilieux_THECOMPUTINGPROFESSION business.industry Service delivery framework Strategy and Management media_common.quotation_subject Business administration Industrial setting Ambiguity Organizational commitment Organizational performance ComputingMilieux_MANAGEMENTOFCOMPUTINGANDINFORMATIONSYSTEMS Management of Technology and Innovation Industrial relations Industrial service Business Business and International Management media_common |
| Zdroj: | The International Journal of Human Resource Management. 6:369-389 |
| ISSN: | 1466-4399 0958-5192 |
| DOI: | 10.1080/09585199500000024 |
| Popis: | In this paper the links between organizational commitment and the delivery of service quality are explored. Using data from a survey of contact-level employees within an industrial service organization, the hypotheses that the antecedents to service quality do indeed drive the service delivery gap, that there is a relationship between organizational commitment and service delivery and that the antecedents of the service delivery gap are related to organizational commitment are tested. All three hypotheses are accepted, although the link between organizational commitment and service delivery is not very strong. However, it is found that organizational commitment is strongly tied to role ambiguity and teamwork as antecedents of the service delivery gap. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
|