The Path to Service Quality: The Mediating Role of Organizational Commitment on the Effects of Strategic Planning and Technology Access Within The Salvation Army

Abstract

The current study used structural equation modeling to test the relationships among familiarity with a strategic plan (FSP), technology access (TA), organizational commitment (OC), and service quality (SQ) with employees (N = 247, 67.6% female, 53.8% White) at one Area Command of The Salvation Army. We hypothesized that FSP and TA would have direct effects on SQ and indirect effects through OC. Results showed that OC fully mediated the effects of FSP on SQ and partially mediated TA's effects. Findings underscore the importance of organizational commitment for service quality in non-profit human service organizations.

Keywords:

• organizational commitment
• technology
• strategic planning
• service quality
• structural equation modeling

ACKNOWLEDGMENTS

The authors would like to thank Rick Hoefer for his insightful comments on earlier drafts of this manuscript, as well as the reviewers who offered excellent suggestions for strengthening the study's argument and conclusions. We would also like to thank The Salvation Army for their partnership in this research.

Notes

¹In contrast, research from the for-profit sector has suggested that a high commitment to service quality may actually impede innovation (Cole & Matsumiya, 2007) by causing delays in innovation and production.