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This study seeks to analyze the effect of management commitment to service quality on service performance, the effect of management commitment to service quality on company's reputation, the effect of service performance to company's reputation, and the effect of management commitment to service quality on company's reputation through service perfo...
Context in source publication
Context 1
... a model suitability test -the goodness of fit test, significant factor weight, and lambda value or factor loading. Based on the information in Table 1, the factor loading value of each indicator exceeds the cut-off value of 0.5, the probability value (p) is less than or equal to 0.05, the Reliability Construct value of 0.933 is greater than the cut-off value of 0.7, and the Variance Extract value of 0.608 is greater than the cut-off value of 0.5. Moreover, management commitment to service quality indicator showing the highest factor loading value is management support with a value of 0.87, while service performance indicator showing the highest factor loading value is interaction quality and social skills respectively of 0.81, and the company's reputation indicator showing the highest factor loading value is the image with a value of 0.87. ...Similar publications
The service quality in hotels can be seen first from the front-office that interacts directly with customers, here service orientation has an important role. Employees who have high service orientation will have high performance and can be a competitive advantage for the company. Psychological empowerment also an important factor in service orienta...
Citations
... Providing service quality means consistently conforming customer expectations (Wah et al., 2020). Emotional labor also related to key dimensions of service quality such as assurance ("employees instill confidence"), responsive-ness ("employees are willing to help you"), and reliability ("employees show a sincere interest"), (Amperawati et al., 2020). ...
The purpose of the study is to investigate the relationship between emotional labor and customer loyalty intentions. Investigating the mediating role of perceived service quality between the above variables is another objective of the study. The theoretical model of the effect of employee emotional labor on customer loyalty intentions having mediation of perceived service quality has been developed and tested. Causal research design on quantitative collected data provided support for the hypotheses from a sample of 350 bank customers in Malakand division KP, Pakistan. The results showed that employee emotional labor dimensions such as deep acting and Surface acting differentially affect customers' loyalty intentions. Furthermore, the effect of Deep acting on customer loyalty intentions is more than the effect of Surface acting. Researcher also investigate the potential mediating effect of perceived service quality on the relationship between emotional labor and customer loyalty intentions and find good support for such an effort from results.
... The findings of this study are consistent with prior research, which revealed that organizational reputation is influenced by staff retention (Kuyembeh, 2020) as well as organizational commitment (Amperawati et al., 2020). This study differs from extant literature that it points out some contradictions in previous research to create a correlation between HPTR and organization reputation. ...
Purpose
High-performing employees are a hotel’s most important asset: they care for what they do, go beyond and beyond the scope of duty and continually strive to do better. The purpose of this multi-level study is to look into the influence of high-talent turnover on organizational reputation via social capital and trust deficits. Furthermore, the current research explores the influence of human capital investment (HCI) on the mediating effects of trust deficit and social capital in the association between high talent turnover rate and organizational reputation using human resource theory and social capital theory.
Design/methodology/approach
The authors examined the hypotheses using multi-source and multi-times data of 805 respondents (including senior human resources officers and employees) from 85 hotels.
Findings
The present study revealed interesting findings that the HCI failed to buffer the interfering role of trust deficit in the negative association between high-performing personnel turnover rate and organizational reputation.
Practical implications
High-performing personnel turnover and underlying mechanisms play a significant role in eroding a hotel’s reputation in the hotel industry. Hotel management should focus on reducing high-performing talent turnover and underlying mechanisms to maintain and improve the hotel’s reputation.
Originality/value
This study provides better understating into the process by exploring that high-performer turnover can damage an organization’s reputation, which has been overlooked by academics who researched the hotel industry.
... The corporate image of the hospitality industry is reflected by several measures including comfort, service, familiarity, attractiveness, and advocacy. This is in accordance with the theory stated that image could increase positive support in the minds of consumers (Amperawati et al., 2020;Chien and Chi, 2019;Fan, 2005). According to the perceptions of hotel managers in East Java about the functional corporate image is more reflected by the attractiveness of the hotel. ...
The purpose of this study is to determine how the perceptions and understandings of hotel managers in East Java to improve the corporate image as a hotel marketing strategy. Research respondents are managers who work in the hospitality industry. A total of ninety-six stars hotel in East Java were assessed. Each star hotel has nine managers so that the study population is 621 managers. The research sample of 232 managers. The sampling technique is simple random sampling. Statistical techniques used Confirmatory Factor Analysis (CFA) and descriptive analysis of mean and mode. This research is related to the success of the hospitality marketing strategy; therefore, it is urgent to conduct an in-depth investigation of the corporate image of the hotel. The results showed that managers who work in the hotel industry better understand the corporate image of the hotel at an psychological level to maintain trust in customers. Trust becomes part of the psychological managers in implementing corporate image practices in the hospitality industry.
... Managers must value the hotel's quality improvement because those committed to such improvement increase both their engagement in empowering leadership and the service climate. MCSQ is important since it assists the hotel with achieving superior service quality (Amperawati et al., 2020), which can turn into the manager's vision that employees observe and follow, thus creating a service-oriented culture and climate. Managers should attach importance to service quality, discuss quality-related issues with employees, explain to employees the importance of providing high-quality services to customers, and expend great effort to support and help employees deliver such services. ...
A R T I C L E I N F O Keywords: Managers' commitment to service quality External departments' internal service quality Empowering leadership Employee service-oriented behaviors Employee psychological service climate A B S T R A C T When employees in a service profit chain receive quality internal services, they provide quality services to external customers, but extant research does not address what connects internal and external services. This study espouses service climate as an integral part of the service profit chain by exploring its role in linking internal service management and external service performance, and the boundary conditions in which it operates. Data collected from 538 employees of 81 department managers in 24 Chinese hotels were examined using hierarchical linear modeling. Results suggest that managers' commitment to service quality affects service climate through empowering leadership, service climate links empowering leadership and employee service-oriented behaviors, and external departments' internal service quality strengthens the positive effect of service climate on service-oriented behaviors. This study advances the literature by integrating service climate and internal service quality into the service profit chain, helping hospitality managers understand how to foster service-oriented behaviors.
... Then job satisfaction is also recognized as the most important antecedent of organizational commitment, in the sense that to be more emotionally and psychologically bound to the organization, the individual must be able to feel satisfied with job-related factors in his work. The relationship between satisfaction and commitment has been widely studied and explored in previous empirical results ( Altinoz et al., 2012;Mouloud et al., 2016;Dwi et al., 2020). Some empirical results show inconsistencies in measurement as well as in the coefficient of the relationship or its effect. ...
Organizational citizenship behavior (OCB) has received a great deal of attention among researchers recently given the practical importance and its implication for the organizations. Building on a theoretical framework that links characteristics of leader and perception of individuals and their work settings to organizational commitment (OC) and citizenship behavior, the objective of this study was to investigate the relationship between spiritual leadership, job attitudes, and organizational citizenship behavior among lecturers at Islamic University. A cross-sectional design was used to meet the objectives set. Data were collected through the administration of questionnaires to 170 lecturers from Islamic University in Malang. Data were collected through 5 questionnaires in which participants completed measures of spiritual leadership, job satisfaction, organizational commitment, and OCBs. Results showed that one of the seven hypotheses proposed was rejected in this study. The results of structural equation modeling indicated a direct effect between spiritual leadership and OCB, and an indirect effect of organizational commitment on the relationship between spiritual leadership and job satisfaction toward OCB. The implications of these findings, as well as directions for future research, are addressed.
The study aimed to measure the impact of the balanced scorecard (BSC) effectiveness in evaluating the University Intangible Service Quality (UISQ) from the perspective of undergraduate students of the University of Science and Technology, Hodeidah Branch. To achieve the study objective, the Structural Equation Modeling (SEM) was adopted and the questionnaire was used for data collection. The questionnaire was distributed to a sample of 276 students. Only 199 questionnaires were valid for analysis, and Smartpls4 v4.0.7.5 program was used to analyze the data. The study findings revealed a high statistically significant impact of the BSC effectiveness, whose dimensions had disparities. The financial dimension was the highest, followed by the internal operations and the learning and growth dimension. However, there was no impact of the customer dimension on evaluating the UISQ from the viewpoint of the undergraduate students of the University of Science and Technology in Hodeidah. In light of these results, the study concluded that the university students have great interest in the BSC and its dimensions in evaluating the UISQ. The study recommended the leadership of the University of Science and Technology, Hodeidah Branch to pay more attention to the UISQ in all its dimensions, including students’ satisfaction and their awareness of the value of services offered to them.
The study aimed to measure the impact of the balanced scorecard (BSC) effectiveness in evaluating the University Intangible Service Quality (UISQ) from the perspective of undergraduate students of the University of Science and Technology, Hodeidah Branch. To achieve the study objective, the Structural Equation Modeling (SEM) was adopted and the questionnaire was used for data collection. The questionnaire was distributed to a sample of 276 students. Only 199 questionnaires were valid for analysis, and Smartpls4 v4.0.7.5 program was used to analyze the data. The study findings revealed a high statistically significant impact of the BSC effectiveness, whose dimensions had disparities. The financial dimension was the highest, followed by the internal operations and the learning and growth dimension. However, there was no impact of the customer dimension on evaluating the UISQ from the viewpoint of the undergraduate students of the University of Science and Technology in Hodeidah. In light of these results, the study concluded that the university students have great interest in the BSC and its dimensions in evaluating the UISQ. The study recommended the leadership of the University of Science and Technology, Hodeidah Branch to pay more attention to the UISQ in all its dimensions, including students’ satisfaction and their awareness of the value of services offered to them.
When employees in a service profit chain receive quality internal services, they provide quality services to external customers, but extant research does not address what connects internal and external services. This study espouses service climate as an integral part of the service profit chain by exploring its role in linking internal service management and external service performance, and the boundary conditions in which it operates. Data collected from 538 employees of 81 department managers in 24 Chinese hotels were examined using hierarchical linear modeling. Results suggest that managers’ commitment to service quality affects service climate through empowering leadership, service climate links empowering leadership and employee service-oriented behaviors, and external departments’ internal service quality strengthens the positive effect of service climate on service-oriented behaviors. This study advances the literature by integrating service climate and internal service quality into the service profit chain, helping hospitality managers understand how to foster service-oriented behaviors.
