Modeling quality commitment in service organizations: an empirical study
研究基于土耳其一家咨询公司的员工数据，验证了质量承诺的前因与后果模型，发现所有假设关系均得到正向支持，但单一组织样本限制了结论的推广性。
Purpose The purpose of this paper is to attempt to model the antecedents and consequences of quality commitment among employees in a service organization. Design/methodology/approach The conceptual model based on extant literature on quality commitment is validated through a study among employees in a consultancy organization in Turkey involved in servicing SMEs. Findings The conceptual model finds reasonable support through the study. All the proposed antecedents and consequences are found to be linked positively as per the propositions. Research limitations/implications The study is based on a single organization, which could impact the generalizability of the results. Further two of the constructs are measured using two item scales, affecting the scale validity. Originality/value This paper introduces a model of quality commitment, which focuses on the outcomes of quality commitment, and validates it in the context of a service organization.