International Journal of Quality and Service Sciences最新文献

{"title":"Social media influencer marketing: science mapping of the present and future trends","authors":"Muhammad Ashraf Fauzi, Zuraina Ali, Zanariah Satari, Puteri Azlian Megat Ramli, Mazen Omer","doi":"10.1108/ijqss-10-2023-0174","DOIUrl":"https://doi.org/10.1108/ijqss-10-2023-0174","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to reveal the knowledge structure of social media influencer marketing literature by performing science mapping analysis through a state-of-the-art bibliometric approach to determine the current and future trends. Social media influencer marketing is one of the most effective approaches to presenting a brand and offering value to consumers via social media.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This study evaluates the knowledge structure to uncover the emerging trends and future predictions in social media influencer marketing through bibliographic coupling and co-word analysis. In total, 917 journal publications were retrieved from the Web of Science database and analyzed using VOSviewer software.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The central theme in social media influencer marketing reflects digital engagement between influencers and followers and communication between influencers and followers. The theoretical and managerial implications are discussed.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study unleashes the knowledge structure according to the fundamental literature of social media influencer marketing and the underlying themes related to the phenomenon.</p><!--/ Abstract__block -->","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2024-04-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140570033","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A cultural theory perspective to service expectations in restaurants and food services","authors":"Yingying Liao, Ebrahim Soltani, Fangrong Li, Chih-Wen Ting","doi":"10.1108/ijqss-09-2023-0145","DOIUrl":"https://doi.org/10.1108/ijqss-09-2023-0145","url":null,"abstract":"Purpose\u0000Prior research examining cultural effects on customer service expectations has primarily used more generic Western cultural theory on an aggregate scale or with only a single variable to draw conclusions on a customer’s underlying reasoning for buying a service. This study aims to focus on culturally distinct clusters within non-Western nations, specifically exploring within-cluster differences in service expectations within the Confucian Asia cluster.\u0000\u0000Design/methodology/approach\u0000This study developed a measurement model of Chinese cultural values and service expectations, consisting of a three and five-factor structure, respectively. Data from a sample of 351 diners were analysed using SmartPLS software. The data was compared with similar studies within the Confucian Asia cluster to understand the culture effect on service expectations and within-cluster variations.\u0000\u0000Findings\u0000The findings underscore the varying importance of cultural values in shaping customer service expectations, emphasizing their relative, rather than equal, significance. The study provides insights into potential within-group differences in customer service expectations within the same cultural cluster – without losing sight of the fundamental cultural heterogeneity of the Confucian culture.\u0000\u0000Practical implications\u0000Managers should leverage the distinct cultural values of their operating country to gain insights into diverse customer groups, predict their behaviours and meet their needs and expectations.\u0000\u0000Originality/value\u0000This study offers valuable insights to both service management scholars and practitioners by focusing on culturally distinct clusters of non-Western nations and exploring their effects on variation in service expectations within these clusters.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2024-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140370717","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Can gamified e-service quality improve customer value co-creation and relationship quality in e-retailing?","authors":"Reihaneh Alsadat Tabaeeian, Majid Mohammad Shafiee, Azarnoush Ansari","doi":"10.1108/ijqss-08-2023-0120","DOIUrl":"https://doi.org/10.1108/ijqss-08-2023-0120","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A questionnaire was used to collect data from a sample of 549 e-retailing customers who participated in a gamified online service process. A structural equation modeling approach was adopted to analyze the model.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The empirical evidence confirmed that GE-SQ encouraged customer value co-creation behavior and relationship quality. Customer value co-creation and relationship quality led to higher purchase intention. Also, value co-creation and relationship quality partially mediated the relationship between GE-SQ and purchase intention.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The findings increase our knowledge of GE-SQ and its behavioral consequences. Moreover, the study proposes and validates a theoretical framework based on GE-SQ, value co-creation and customer relationship quality. This study provides insight into using gamification as a practical tool in the e-retailing industry.</p><!--/ Abstract__block -->","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2024-03-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140148262","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Organizational learning, quality and safety culture in patient care: comparing Colombia and the Kingdom of Saudi Arabia","authors":"Ricardo Santa, Diego Morante, Thomas Tegethoff, Luis Berggrun","doi":"10.1108/ijqss-07-2023-0103","DOIUrl":"https://doi.org/10.1108/ijqss-07-2023-0103","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The purpose of this study is to determine the interactions between factors such as organizational learning, feedback about errors, punitive response to errors and communication quality in hospitals in the Kingdom of Saudi Arabia and Colombia when adopting a culture of quality and safety (CQS) in patient care.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Based on a literature review, a self-administered questionnaire was developed and used to collect data from 417 Saudi respondents affiliated with hospitals and 483 Colombian respondents at the beginning of the pandemic. Structural equation modeling is used in this study to test the hypothesized relationships.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results show a solid and significant predictive relationship between feedback about errors and the CQS in both countries (Colombia: <em>b</em> = 0.55, <em>p</em> &lt; 0.001; KSA: <em>b</em> = 0.44, <em>p</em> &lt; 0.001), but a very low and insignificant predictive relationship between no punitive response to errors and CQS (Colombia: <em>b</em> = –0.02, <em>p</em> &gt; 0.05; KSA: <em>b</em> = 0.05, <em>p</em> &gt; 0.05).</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This study demonstrates the importance of organizational learning in fostering a CQS in the health-care sector in the Kingdom of Saudi Arabia and Colombia. Recent unprecedented policy actions motivated by the COVID-19 pandemic, such as social distancing, lockdowns and safety practices enforcement, have further highlighted this concern. Moreover, attention to the dimensions addressed in this study is required for accreditation purposes in organizations seeking to promote a CQS. Overall, this research highlights the vital role of safety and quality practices among health-care organizations, which has significant policy implications, especially in the current period of high uncertainty.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This paper contributes to the theory and practice in the health-care sector by extending the current knowledge of the impact of the quality of communications, non-punitive response to errors and feedback about errors in organizational learning and safety culture, and by presenting a novel, quantitative methodology seldom used for these topics.</p><!--/ Abstract__block -->","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2024-02-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139759760","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The impact of feedback on consumer’s emotional state in post purchase context: exploring moderating factors","authors":"Nadia Sfar","doi":"10.1108/ijqss-06-2023-0085","DOIUrl":"https://doi.org/10.1108/ijqss-06-2023-0085","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Emphasizing the increasing need for social presence in interpersonal interactions and the irreplaceable aspects of face-to-face communications, this study aims to explore the emotional impact of interpersonal influence on consumers after purchase. As individuals respond differently to others’ feedback (positive and negative/verbal and nonverbal), the author investigates potential moderating factors of the impact of feedback on consumer’s emotions in a postpurchase context.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A qualitative study was conducted using the method of semistructured individual interviews to collect data. The author selected a heterogeneous group of 30 consumers belonging to two categories: 13 adults (including seven women and six men) and 17 adolescents (including eight girls and nine boys). The author took into account this type of sampling in the selection of respondents, as investigating the influence of the respondent’s gender is one of the research objectives.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The thematic content analysis method released a set of propositions the author suggests for future validation: five moderating factors the author established from the literature review (strength of social ties, level of expertise, type of the product and consumer’s age and gender), while four factors sprang from the collected data (consumer’s level of conviction, repetition of the feedback, the feedback’s argumentation and its level of discretion).</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>The subjectivity of the interviewees’ personal descriptions of their felt internal states affects the accuracy of their responses. In addition, the psychological aspect of the study provoked reluctance and discretion from some respondents. Further research studies could target these limitations to study each identified moderating factor separately and search for the secondary variables that tend to be linked to these factors (e.g. the expertise level is linked to personality variables, such as the perceived level of self-confidence). Furthermore, subsequent studies can go beyond the affective impact of feedback and investigate the behavioral aspect (repurchase intentions).</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This study is of great importance in providing more explanations for the reasons why consumers repurchase or abandon a product. The importance of the emotional power of others’ feedback suggests that, when positioning their offers, marketers must ensure that their product has a strong chance of acceptance by consumer’s significant other. In addition, companies must argue their offers, allowing consumers to increase their knowledge about the product. Moreover, interpersonal cues and expertise level are more important competences to find in employees. Who is more than a vendor, for example, to be perceived as having a high leve","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2024-02-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139759860","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Supply chain partnership and sustainable performance: does TQM mediate the relationship?","authors":"Mohammad A. K. Alsmairat, Noor Al-Ma’aitah, Tahani Al-hwameil, Hamzah Elrehail","doi":"10.1108/ijqss-07-2023-0101","DOIUrl":"https://doi.org/10.1108/ijqss-07-2023-0101","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to assess the effect of supply chain (SC) partnerships on sustainable performance (SP) and investigate the potential mediating role of total quality management (TQM).\u0000\u0000\u0000Design/methodology/approach\u0000A total of 185 responses were collected from pharmaceutical industry employees. The research data were analyzed using the partial least squares structural equation modeling approach.\u0000\u0000\u0000Findings\u0000The results reveal that relationships with suppliers (RS), distributors (RD) and intermediaries (RI) have a direct impact on SP. In addition, this study found that TQM serves as a mediator between RS, RD, RI and SP. This study enhances the understanding of the significance of TQM, SC and SP in business environment development. The findings suggest that organizations in the Jordanian pharmaceutical industry should prioritize the enhancement of their RS, intermediaries and distributors to improve their SP.\u0000\u0000\u0000Originality/value\u0000By providing decision-makers with valuable information, this study enables them to identify and implement TQM and SC practices to enhance the SP of pharmaceutical companies in Jordan.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2024-02-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139779498","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Supply chain partnership and sustainable performance: does TQM mediate the relationship?","authors":"Mohammad A. K. Alsmairat, Noor Al-Ma’aitah, Tahani Al-hwameil, Hamzah Elrehail","doi":"10.1108/ijqss-07-2023-0101","DOIUrl":"https://doi.org/10.1108/ijqss-07-2023-0101","url":null,"abstract":"\u0000Purpose\u0000The purpose of this study is to assess the effect of supply chain (SC) partnerships on sustainable performance (SP) and investigate the potential mediating role of total quality management (TQM).\u0000\u0000\u0000Design/methodology/approach\u0000A total of 185 responses were collected from pharmaceutical industry employees. The research data were analyzed using the partial least squares structural equation modeling approach.\u0000\u0000\u0000Findings\u0000The results reveal that relationships with suppliers (RS), distributors (RD) and intermediaries (RI) have a direct impact on SP. In addition, this study found that TQM serves as a mediator between RS, RD, RI and SP. This study enhances the understanding of the significance of TQM, SC and SP in business environment development. The findings suggest that organizations in the Jordanian pharmaceutical industry should prioritize the enhancement of their RS, intermediaries and distributors to improve their SP.\u0000\u0000\u0000Originality/value\u0000By providing decision-makers with valuable information, this study enables them to identify and implement TQM and SC practices to enhance the SP of pharmaceutical companies in Jordan.\u0000","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2024-02-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139839386","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"E-grocery service loyalty: integrating food quality, e-grocery quality and relationship quality (young customers’ experience with local food)","authors":"Dwi Suhartanto, David Dean, Iklima Farhani","doi":"10.1108/ijqss-06-2023-0080","DOIUrl":"https://doi.org/10.1108/ijqss-06-2023-0080","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to evaluate the loyalty formation model on e-grocery service incorporating food quality, e-grocery quality and relationship quality as determinants of loyalty.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The quantitative approach was used by using 353 data from young Indonesian customers with purchasing experience of local food through e-grocery service. The hypothesized relationships between variables were tested using partial least squares structural equation modeling.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results confirm that local food quality, e-grocery service quality and the relationship quality elements of a sense of community and attitudinal attachment, are all loyalty drivers. Next, mediation tests reveal that local food quality and e-grocery service quality influence customer loyalty through customers’ attitudinal attachment and a sense of community.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This study recommends that managers of e-grocery services of local food businesses could benefit from the development of attachment and a sense of community among their young clients. Furthermore, to develop loyalty among young customers, offering high-quality local food as well as e-grocery services is suggested.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>To the best of the author’s knowledge, this is the first examination of the e-grocery service loyalty in the context of local food.</p><!--/ Abstract__block -->","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2024-02-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139689754","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"An interdisciplinary study of quality management and human resource management using quality of work–life factors","authors":"Pantri Heriyati, Nathanya Chitta, Sekar Prasetyaningtyas, Prita Prasetya, Neeraj Yadav","doi":"10.1108/ijqss-03-2022-0020","DOIUrl":"https://doi.org/10.1108/ijqss-03-2022-0020","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Interrelationships among some common factors of human resource (HR) management and quality management are still unexplored. Changes in work patterns due to the Covid-19 pandemic have aroused interest in some of these factors, such as working-hours, work pressure, work–life balance practices, job satisfaction. The purpose of this study is to explore the interrelationships among such factors. Specifically, the influence of work hours, work pressure, job rotation and work–life balance on job satisfaction is evaluated both directly and under the mediating influence of working conditions.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A questionnaire-based survey was conducted in Indonesia among diversified organisations. A total of 432 responses were gathered, and they were examined using hypothesis testing and partial least square based structural equation modelling.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The study confirms the statistically proven impact of work pressure, job rotations and work–life-balance practices on working conditions. Job rotations, work–life balance practices and working conditions directly influenced job satisfaction. Work pressure did not influence job satisfaction directly, but it significantly influenced working conditions, which eventually affected job satisfaction. Working hours neither affected working conditions nor job satisfaction in a significant manner.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>Covid-19 necessitated working from home, which is a peculiar work–life balance situation. The findings are helpful for organisations in planning strategies related to work–life-balance, working hours, multi-skilling, working conditions and other quality of work life factors in both regular working conditions and under Covid-19 conditions.</p><!--/ Abstract__block -->\u0000<h3>Social implications</h3>\u0000<p>The proven influence of work pressure and work–life-balance practices may result in the formation of informal organisations, social groups and increased social networking. As working hours are not diagnosed as an influencing factor for job satisfaction, organisations may think about increasing them, affecting the social fabric of the working community.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>Previously unexplored interrelationships among various quality of work life factors are established. Under Covid-19 circumstances, factors such as working hours, work–life-balance and work pressure are investigated in a novel manner. The factors and their interrelationships are important to both quality management professionals and HR professionals.</p><!--/ Abstract__block -->","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2023-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138691898","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Assessing subjective career success: the role of career commitment, career resilience and self-efficacy: a evidence from hospitality industry","authors":"Bhawna, Sanjeev Kumar Sharma, Umair Akram","doi":"10.1108/ijqss-02-2023-0022","DOIUrl":"https://doi.org/10.1108/ijqss-02-2023-0022","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study aims to examine how career commitment (CC) affects hospitality employees perceived subjective career success (SCS) using a serial mediation system that uses career resilience (CR) behaviour and self-efficacy (SE) as serial mediators.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>To examine the proposed relationships, a comprehensive theoretical serial mediation model was constructed. The proposed hypotheses were tested on a sample of 316 hospitality employees from India using regression analysis (Process Macro Model 6) with 5,000 bootstrapping at 95% confidence interval.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The regression analysis confirmed a strong, positive relationship between CC and SCS. It also highlighted a significant indirect effect, involving a serial mediation through CR and SE, demonstrating how CC influences SCS.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>Drawing from three prominent theories – career self-determination theory (CSDT), career construction theory (CCT) and the contextual action theory of career development (CATCD), this research underscores the importance of fostering career-committed behaviour among employees and advocating for strategic career development initiatives. Understanding CC elements may help firms retain and encourage individuals, which can boost job satisfaction and performance. Importantly, the results advocate for the implementation of targeted career development strategies and the promotion of career-committed behaviour within hospitality organisations. This, in turn, fosters resilience and competence, ultimately contributing to individual career success and organisational excellence.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>A serial mediation model with CR and SE introduces a fresh perspective that, to the best of the authors’ knowledge, has not been extensively explored in previous research examining the relationship between CC and SCS.</p><!--/ Abstract__block -->","PeriodicalId":14403,"journal":{"name":"International Journal of Quality and Service Sciences","volume":null,"pages":null},"PeriodicalIF":2.6,"publicationDate":"2023-12-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138562895","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}