Promotion of Perceived Service Quality Through Employee Training and Empowerment: The Mediating Role of Employee Motivation and Internal Communication

2021 ◽  
pp. 1-18
Author(s):  
Lovemore Chikazhe ◽  
Esthery Nyakunuwa
Keyword(s):  
Service Quality ◽  
Employee Training ◽  
Employee Motivation ◽  
Internal Communication ◽  
Perceived Service Quality ◽  
Mediating Role

scholarly journals The Effect of Marketing Capability on Financial Performance with the mediating role of Perceived Sevice Quality and the moderating role of Competitive Intensity. An empirical study on the Banking Sector in Indonesia

2018 ◽  
Vol 1 (2) ◽  
pp. 80-88
Author(s):  
Teguh Wibisono Santosa ◽  
Hatane Samuel ◽  
Devie .
Keyword(s):  
Service Quality ◽  
Financial Performance ◽  
Banking Sector ◽  
Marketing Capability ◽  
Analysis Model ◽  
Competitive Intensity ◽  
Perceived Service Quality ◽  
Mediating Role ◽  
Relationship Of

This research aims to analyze the effects of Marketing Capability towards Financial Performance with Perceived Service Quality as Variable Intervening and Competitive Intensity as Variable Moderating at Banking Company in Indonesia. This research was conducted by distributing questionnaires to 170 respondents who are a customer of Bank. Quantitative analysis with path analysis model method was used for the technical analysis. The results of this research shows that the effect of Marketing Capability on Financial Performance is not significant, but the role of the Perceived Service Quality as an Intervening Variable, is able to strengthen the influence of Marketing Capability on Financial Performance to be a significant influence, and Competitive Intensity as a moderating variable on the relationship of Marketing Capability to Financial Performance does not have a significant effect but has a significant direct effect on Financial Performance.

Perceived service quality and life satisfaction: the mediating role of the actor's satisfaction-with-event

2012 ◽  
Vol 13 (4) ◽  
pp. 7-24 ◽  
Author(s):  
Lung Hung Chen ◽  
Mei-Yen Chen ◽  
Yun-Ci Ye ◽  
I-Wu Tung ◽  
Chih-Fu Cheng ◽  
...  
Keyword(s):  
Life Satisfaction ◽  
Service Quality ◽  
Perceived Service Quality ◽  
Mediating Role

scholarly journals An Integrated Framework on Service Recovery Performance: The Mediating Role of Organizational Commitment

2018 ◽  
Vol 6 (2) ◽  
pp. 263-279
Author(s):  
Munawar Javed Ahmad ◽  
Norzieiriani Ahmad ◽  
Nazlina Zakaria
Keyword(s):  
Organizational Commitment ◽  
Service Recovery ◽  
Employee Training ◽  
Internal Communication ◽  
Ongoing Research ◽  
Mediating Role ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
The Impact

This study aims to provide a summary review of what is already known about service recovery performance and recognizes some emergent issues that assume a vital part in it. By synthesizing extant service recovery literature, this article seeks further understanding of service recovery performance and offers priorities for ongoing research on this area in the telecom industry in Pakistan. Despite, there been a substantial amount of discussion done to address the service recovery performance issue that is featuring massive challenges, there is a certain paucity of information regarding the subject matter in Pakistan. This study provides a conceptual framework intended to broaden the comprehension of service recovery performance and the impact of the evolving role of selected internal marketing practices. For instance, internal communication, employee rewards, employee training, and employee empowerment. Finally, presenting the mediation role of organizational commitment in the proposed framework make an important contribution to the existing literature on service recovery performance by addressing both practical and conceptual aspects.

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