1. – Purva Kansal Is Assistant Professor, University Business School, Panjab University, Chandigarh
| Received
26-Jun-2013 |
Accepted
- |
Published
26-Jun-2013 |
Abstract
This study explores the role of organizational
functioning variables
i.e. job satisfaction and organizational
commitment of customer-
contact employees (CCE) as
predictors of organizational outcome
i.e. service quality, in the
hotel industry. The study expands
the organizational commitment dimension
to include normative and
continuance commitment, the two
neglected aspects in marketing of
services literature. The results of
the study highlight that out of the
predictor variables chosen 5, i.e.
job satisfaction, normative commitment,
salary, type of job and
education level, discriminate between
the level of service quality
of customers. Furthermore, if
these 5 variables were targeted
through company strategies the
human resource could be a source
of core competence through process
ambiguity.
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