The Influence Of Management Commitment To Service Quality On Employees’ Job Performance

In the increasingly fierce market competition environment,providing high quality service is an important factor for the survival,success and sustainable development of the service industry organization.Therefore,the support and investment of enterprises to frontline employees who directly serve customers has become a crucial issue.Management Commitment to Service Quality(MCSQ)is a multi-dimensional organizational resource dedicated to cultivating,developing,supporting and rewarding employees to achieve service excellence.However,there are few studies on its impact on the individual level of employees.Based on the“Environment-basic psychological need-work motivation-behavioral outcome”model of self-determination theory,our study constructed a chain mediation model of“MCSQ-work engagement-adaptive selling behavior-job performance” to explore the mechanism of influence of MCSQ on employees’ job performance.In study 1,466 front-line selling employees of a state-owned bank distributed in19 provinces and cities across the country were anonymously surveyed online,268 valid questionnaires were recovered,and data quality and hypothesis model were tested using SPSS and Mplus.Study 2 conducted online semi-structured interviews with 10 front-line sales employees of the state-owned bank distributed in 7 cities.Nvivo12.0 was used to conduct qualitative analysis of the interview records to support the theoretical derivation of study 1.The study 1 results reveal that:(1)There is a significant positive correlation between MCSQ and employees’ work engagement,adaptive selling behavior and job performance.(2)MCSQ can positively influence employees’ job performance through the mediating effect of employees’ adaptive selling behavior,but the mediating effect of job engagement is not significant.(3)MCSQ can positively affect employees’ job performance through the chain mediation of work engagement and adaptive selling behavior.The qualitative analysis results of Study 2 support the positive effect of MCSQ on the three basic psychological needs of individuals(autonomy/ competence/ relationship),and sort out the specific practical performance of MCSQ and adaptive selling behavior.This study enriches the research on the impact of MCSQ on the individual level,inspires related enterprises in the service industry such as banks to build MCSQ system,and pays attention to and cultivates the work motivation and behavior of front-line employees.