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

被引：3

作者：

Cronley, Courtney ^{[1
]}

Kim, Youn Kyoung ^{[1
]}

机构：

[1] Univ Texas Arlington, Sch Social Work, Arlington, TX 76109 USA

来源：

HUMAN SERVICE ORGANIZATIONS MANAGEMENT LEADERSHIP & GOVERNANCE | 2014年 / 38卷 / 01期

关键词：

organizational commitment; technology; strategic planning; service quality; structural equation modeling; INFORMATION-TECHNOLOGY; INNOVATION; PERFORMANCE; CULTURE; CLIMATE; TURNOVER; OUTCOMES; FUTURE;

D O I：

10.1080/03643107.2013.828006

中图分类号：

C93 [管理学]; D035 [国家行政管理]; D523 [行政管理]; D63 [国家行政管理];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ; 1204 ; 120401 ;

摘要：

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.

引用

页码：74 / 88

页数：15

共 44 条

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