Additional Metadata
Keywords Frontline employees (FLEs), Job satisfaction, Management commitment to service quality (MCSQ), Organisational commitment, Service recovery performance, State-owned enterprise (SOE), Turnover intentions
Persistent URL
Journal Journal of Strategic Marketing
Ashill, N.J. (Nicholas J.), Rod, M, & Carruthers, J. (Janet). (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. doi:10.1080/09652540802480944