초록 열기/닫기 버튼
We have attempted in this study investigate how frontline travel agent employees' service performance is influenced by management commitment to service quality (MCSQ) and mediated by worker's affective response using Ashill et al.'s(2006) reformulation of attitude theory. Multiple item indicators were employed from literature and adapted to operationalize the study constructs in the context of a travel-service setting. Data obtained from frontline employees work at outbound travel agency in Seoul city. Most of all measurement results were acceptable in terms of reliability and effect relationship, except the effect relation between service technology and affective commitment and between supports and emotional satisfaction. Service training most strongly effect on affective response in direct effect. And empowerment has more relationship to service performance then other variables at indirect effect. In the practical implications, travel service managers give the empowerment frontline worker, and do training and education about what is the customer satisfaction and how to handle the complain. Suggestions for the future search, include other mediate variables to control the our research model.
키워드열기/닫기 버튼
Management Commitment to Service Quality, Affective Response, Service Performance Outcome
