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The International Journal of Human Resource Management Volume 8, 1997 - Issue 1
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Original Articles

The antecedents of employee commitment to customer service: evidence from a UK

Riccardo Peccei London School of Economics
&
Patrice Rosenthal The Management Centre, King's College, London
Pages 66-86 | Published online: 28 Jul 2006

Citations (140)

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Christina K. Dimitriou. (2022) The critical role that national culture and ethical leadership play in fostering employee commitment to service quality in the hotel industry. Research in Hospitality Management 12:3, pages 255-271.
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Md Karim Rabiul, Ataul Karim Patwary, Ahmad Edwin Mohamed & Harun-or Rashid. (2022) Leadership Styles, Psychological Factors, and Employee Commitment to Service Quality in the Hotel Industry. Journal of Quality Assurance in Hospitality & Tourism 23:4, pages 853-881.
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Md Karim Rabiul, Ataul Karim Patwary & IM Panha. (2022) The role of servant leadership, self-efficacy, high performance work systems, and work engagement in increasing service-oriented behavior. Journal of Hospitality Marketing & Management 31:4, pages 504-526.
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Gilles Marcoux, Izold Guihur & André Leclerc. (2021) Co-operative difference and organizational commitment: The filter of socio-demographic variables. The International Journal of Human Resource Management 32:4, pages 822-845.
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Chemmannur Jacob Simon. (2020) Linking Human Resources Management Practices with Commitment to Service Quality and the Interacting Role of Service Climate in the Private Hospitals: A Study in India. Hospital Topics 98:4, pages 172-183.
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Ta-Wei Tang, Pei Zhang, Ying (Tracy) Lu, Tsai-Chiao Wang & Chia-Liang Tsai. (2020) The effect of tourism core competence on entrepreneurial orientation and service innovation performance in tourism small and medium enterprises. Asia Pacific Journal of Tourism Research 25:2, pages 89-100.
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Kyoung-Joo Lee, Min-Seok Yoo, Hong-Joo Lee & Su-Gyeong Kim. (2019) Predicting Innovative Information Systems (IS) Behavior of Frontline Employees in Hotels. Journal of Quality Assurance in Hospitality & Tourism 20:4, pages 424-444.
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MiRan Kim. (2017) The effects of leader–member exchange on generation Y employees’ organizational behaviours in China. International Journal of Tourism Sciences 17:2, pages 140-152.
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Fiona Edgar, Alan Geare, David Saunders, Maike Beacker & Ilai Faanunu. (2017) A transformative service research agenda: a study of workers’ well-being. The Service Industries Journal 37:1, pages 84-104.
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Kungpo Tao, Kiran Karande & Aaron D. Arndt. (2016) How Angry Customer Complaints Influence Salesperson Commitment to Service Quality. Journal of Marketing Theory and Practice 24:3, pages 265-282.
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Miran Kim, Bonnie J. Knutson & Jaebum Han. (2015) Understanding Employee Delight and Voice From the Internal Marketing Perspective. Journal of Hospitality Marketing & Management 24:3, pages 260-286.
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Sunmee Choi, Jihyun Baek & Hayoung Kang. (2013) Customer contact employees' commitment to extra-role customer service: the effect of internal service quality perception. Journal of Global Scholars of Marketing Science 23:2, pages 144-158.
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Lloyd C. Harris & Emmanuel Ogbonna. (2012) Motives for service sabotage: an empirical study of front-line workers. The Service Industries Journal 32:13, pages 2027-2046.
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Pi-Chuan Sun, Wan-Ju Hsu & Kuang-Cheng Wang. (2012) Enhancing the commitment to service quality through developmental and rewarding systems: CSQ consistency as a moderator. The International Journal of Human Resource Management 23:7, pages 1462-1480.
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Paul Whysall, Carley Foster & Lynette Harris. (2009) Job dissatisfaction among retail employees: a study of three leading UK retailers. The International Review of Retail, Distribution and Consumer Research 19:2, pages 179-198.
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Victoria Browning. (2006) The relationship between HRM practices and service behaviour in South African service organizations. The International Journal of Human Resource Management 17:7, pages 1321-1338.
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Vicente Roca-Puig, Inmaculada Beltrán-Martín, Ana B. Escrig-Tena & Juan C. Bou-Llusar. (2005) Strategic flexibility as a moderator of the relationship between commitment to employees and performance in service firms. The International Journal of Human Resource Management 16:11, pages 2075-2093.
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VincentP. Magnini. (2004) A Look at the Changing Acculturation Patterns in the United States and Implications for the Hospitality Industry. Journal of Human Resources in Hospitality & Tourism 2:2, pages 57-74.
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Jaewon Lee. (2003) An analysis of the antecedents of organization-based self-esteem in two Korean banks . The International Journal of Human Resource Management 14:6, pages 1046-1066.
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