Dissertation/Thesis Abstract

The impact of marketing employee satisfaction on service quality
by Jewell, George Bernard, D.B.A., Nova Southeastern University, 2010, 110; 3404533
Abstract (Summary)

The best service providers assure the highest levels of service quality. Frontline service providers need organizational commitment, emotional intelligence, and employee satisfaction to provide excellent service delivery. The research study reviews emotional intelligence, organizational commitment, and employee satisfaction within a Business to Business service organization. A literature review provides a theoretical base of constructs. A survey is used to measure the entire frontline organization, seeking results to support the hypothesis that higher service quality is related to emotional intelligence, organizational commitment, and employee satisfaction. The study offers future research potential on the role of frontline service providers to service quality. A review of the results, limitations, and future research implications are discussed.

Indexing (document details)
Advisor: Dion, Paul
Commitee: Barry, James, Mischel, Leann
School: Nova Southeastern University
Department: Business Administration (DBA)
School Location: United States -- Florida
Source: DAI-A 71/06, Dissertation Abstracts International
Subjects: Marketing
Keywords: Commitment, Emotional intelligence, Employee satisfaction, Frontline employee, Marketing, Satisfaction, Service quality
Publication Number: 3404533
ISBN: 978-1-124-01600-9
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