How to cite this paper
Amperawati, E., Astuti, W & Triatmanto, B. (2020). The role of service performance mediating the effect of management commitment to service quality structure on the reputation of hospitality industry companies in West Java.Management Science Letters , 10(12), 2869-2874.
Refrences
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Ashill, N. J., Rod, M., & Carruthers, J. (2008). The effect of management commitment to service quality on frontline employees’ job attitudes, turnover intentions and service recovery performance in a new public management context. Journal of Strategic Marketing, 16(5), 437–462.
Babakus, E., Yavas, U., Karatepe, O. M., & Avci, T. (2003). The effect of management commitment to service quality on employees’ affective and. Journal of the Academy of Marketing Science, 31(3), 272–286.
Badan Pusat Statistik Kota Bandung. (2019). Kota Bandung Dalam Angka 2019.
Balmer, J. M. T., & Gray, E. R. (2003). Corporate brands: what are they? What of them? European Journal of Marketing, 37(7/8), 972–997.
Caruana, A., & Ewing, M. T. (2010). How corporate reputation , quality , and value in fl uence online loyalty. Journal of Business Research, 63(9–10), 1103–1110.
Chahal, H., & Kumari, N. (2012). Consumer perceived value: The development of a multiple item scale in hospitals in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 6(2), 167–190.
Cojocaru, G. (2011). Management Commitment to Service Quality , Job Embeddedness , and Performance Outcomes : A Study of Hotel Employees in Romania. (June).
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of market-ing, 56(3), 55-68.
Cronin, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Market-ing, 56(3), 55-68.
Demirbag, M., Sahadev, S., Kaynak, E., & Akgul, A. (2012). Modeling quality commitment in service organizations: an empirical study. European Journal of Marketing, 46(6), 790–810.
Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investiga-tion. Journal of marketing, 60(4), 52-70.
Heinberg, M., Ozkaya, H. E., & Taube, M. (2018). Do corporate image and reputation drive brand equity in India and China? - Similarities and differences. Journal of Business Research, 86(September), 259–268.
Helm, S. (2011). Employees’ awareness of their impact on corporate reputation. Journal of Business Research, 64(7), 657–663.
Herbig, P., & Milewicz, J. (1993). The Relationship of Reputation and Credibility to Brand Success. Journal of Consumer Marketing, 10(3), 18–24.
Jalbani, S., & Soomro, N. (2017). Determinants of hotel’s service standard: Reputation and relationship orientation. Journal of Tourism & Hospitality, 06(01), 1–7.
Kurd, P., Medeni, T., Medeni, T., & Sagsan, M. (2017). Effects of occupational commitment on corporate reputation: An empirical test for a hospital case in North Cyprus. International Journal of Organizational Leadership, 6(1), 17–31.
Liang, R.-D., Tseng, H.-C., & Lee, Y.-C. (2010). Impact of Service Orientation on Frontline Employee Service Performance and Consumer Response. International Journal of Marketing Studies, 2(2), 67–74.
Lisch, R. (2014). Measuring Service Performance Practical Research for Better Quality. In Routledge (1st ed., Vol. 53).
Lytle, R. S., & Timmerman, J. E. (2006). Service orientation and performance: An organizational perspective. Journal of Services Marketing, 20(2), 136–147.
Minkiewicz, J., Evans, J., Bridson, K., & Mavondo, F. (2011). Corporate image in the leisure services sector. Journal of Services Marketing, 25(3), 190–201.
Mmutle, T., & Shonhe, L. (2017). Customers’ perception of service quality and its impact on reputation in the hospitality industry. African Journal of Hospitality, Tourism and Leisure, 6(3).
Morgan, R. M., & Hunt, S. D. (1994). Theory of Relationship Marketing. Journal of Marketing, 58(3), 20–38.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30(3), 335–364.
Parasuraman, A., V, Z., & Berry, L. (1998). SERVQUAL: A multiple-item scale for measuring consumer perceptions of Service Quality. Journal of Retailing, 6(January), 12–37.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58(1), 111.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2010). Model Service Its Quality and Implications for Future. 49(4), 41–50.
Park, E. (2019). Journal of retailing and consumer services corporate social responsibility as a determinant of corporate reputation in the airline industry. Journal of Retailing and Consumer Services, 47(November 2018), 215–221.
Polnaya, I., Nirwanto, N., & Triatmanto, B. (2018). The evaluation of lecturer performance through soft skills, organizational culture and compensation on Private University of Ambon. Academy of Strategic Management Journal, 17(2), 1–9.
PourKiani, M., & Tanabandeh, M. (2016). Explaining the relationship between management commitment to service quality, job satisfaction, and organizational performance in the staff of Islamic Republic of Iran’s Custom. International Journal of Humanities and Cultural Studies (IJHCS) ISSN 2356-5926, 101–115.
Resnick, J. T., & Resnick, J. T. (2012). Corporate reputation : Managing corporate reputation ± applying rigorous measures to a key asset. https://doi.org/10.1108/02756660410569175
Roca-Puig, V., Beltran-Martin, I., & Segarra-Cipres, M. (2012). Commitment to employees, labor intensity, and labor productivity in small firms: a non-linear approach. International Journal of Man, 33(8), 938–954.
Rod, M., & Ashill, N. J. (2010). Management commitment to service quality and service recovery performance: A study of frontline employees in public and private hospitals. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 84–103.
Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. Journal of Product & Brand Management, 2(4), 45–60.
Suliman, A., & Al Kathairi, M. (2013). Organizational justice, commitment and performance in developing countries The case of the UAE. Employee Relations, 35, 98–115.
Triatmanto, B., Wahyuni, N., & Respati, H. (2019). Continual Human Resources Empowerment through Human Capital and Commitment for the Organizational Performance in Hospitality Industry. QUALITY Access to Success, 20(173), 84–91. Retrieved from https://www.srac.ro/calitatea/en/arhiva/2019/QAS_Vol.20_No.173_Dec.2019.pdf
Wang, Y. C., Qu, H., & Yang, J. (2019). The formation of sub-brand love and corporate brand love in hotel brand portfolios. International Journal of Hospitality Management, 77(July), 375–384. https://doi.org/10.1016/j.ijhm.2018.08.001
Weiss, A. M., Anderson, E., & MacInnis, D. J. (1999). Reputation management as a motivation for sales structure decisions. Journal of Marketing, 63(4), 74–89. https://doi.org/10.2307/1251975
Ashill, N. J., Rod, M., & Carruthers, J. (2008). The effect of management commitment to service quality on frontline employees’ job attitudes, turnover intentions and service recovery performance in a new public management context. Journal of Strategic Marketing, 16(5), 437–462.
Babakus, E., Yavas, U., Karatepe, O. M., & Avci, T. (2003). The effect of management commitment to service quality on employees’ affective and. Journal of the Academy of Marketing Science, 31(3), 272–286.
Badan Pusat Statistik Kota Bandung. (2019). Kota Bandung Dalam Angka 2019.
Balmer, J. M. T., & Gray, E. R. (2003). Corporate brands: what are they? What of them? European Journal of Marketing, 37(7/8), 972–997.
Caruana, A., & Ewing, M. T. (2010). How corporate reputation , quality , and value in fl uence online loyalty. Journal of Business Research, 63(9–10), 1103–1110.
Chahal, H., & Kumari, N. (2012). Consumer perceived value: The development of a multiple item scale in hospitals in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 6(2), 167–190.
Cojocaru, G. (2011). Management Commitment to Service Quality , Job Embeddedness , and Performance Outcomes : A Study of Hotel Employees in Romania. (June).
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of market-ing, 56(3), 55-68.
Cronin, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Market-ing, 56(3), 55-68.
Demirbag, M., Sahadev, S., Kaynak, E., & Akgul, A. (2012). Modeling quality commitment in service organizations: an empirical study. European Journal of Marketing, 46(6), 790–810.
Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investiga-tion. Journal of marketing, 60(4), 52-70.
Heinberg, M., Ozkaya, H. E., & Taube, M. (2018). Do corporate image and reputation drive brand equity in India and China? - Similarities and differences. Journal of Business Research, 86(September), 259–268.
Helm, S. (2011). Employees’ awareness of their impact on corporate reputation. Journal of Business Research, 64(7), 657–663.
Herbig, P., & Milewicz, J. (1993). The Relationship of Reputation and Credibility to Brand Success. Journal of Consumer Marketing, 10(3), 18–24.
Jalbani, S., & Soomro, N. (2017). Determinants of hotel’s service standard: Reputation and relationship orientation. Journal of Tourism & Hospitality, 06(01), 1–7.
Kurd, P., Medeni, T., Medeni, T., & Sagsan, M. (2017). Effects of occupational commitment on corporate reputation: An empirical test for a hospital case in North Cyprus. International Journal of Organizational Leadership, 6(1), 17–31.
Liang, R.-D., Tseng, H.-C., & Lee, Y.-C. (2010). Impact of Service Orientation on Frontline Employee Service Performance and Consumer Response. International Journal of Marketing Studies, 2(2), 67–74.
Lisch, R. (2014). Measuring Service Performance Practical Research for Better Quality. In Routledge (1st ed., Vol. 53).
Lytle, R. S., & Timmerman, J. E. (2006). Service orientation and performance: An organizational perspective. Journal of Services Marketing, 20(2), 136–147.
Minkiewicz, J., Evans, J., Bridson, K., & Mavondo, F. (2011). Corporate image in the leisure services sector. Journal of Services Marketing, 25(3), 190–201.
Mmutle, T., & Shonhe, L. (2017). Customers’ perception of service quality and its impact on reputation in the hospitality industry. African Journal of Hospitality, Tourism and Leisure, 6(3).
Morgan, R. M., & Hunt, S. D. (1994). Theory of Relationship Marketing. Journal of Marketing, 58(3), 20–38.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30(3), 335–364.
Parasuraman, A., V, Z., & Berry, L. (1998). SERVQUAL: A multiple-item scale for measuring consumer perceptions of Service Quality. Journal of Retailing, 6(January), 12–37.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58(1), 111.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2010). Model Service Its Quality and Implications for Future. 49(4), 41–50.
Park, E. (2019). Journal of retailing and consumer services corporate social responsibility as a determinant of corporate reputation in the airline industry. Journal of Retailing and Consumer Services, 47(November 2018), 215–221.
Polnaya, I., Nirwanto, N., & Triatmanto, B. (2018). The evaluation of lecturer performance through soft skills, organizational culture and compensation on Private University of Ambon. Academy of Strategic Management Journal, 17(2), 1–9.
PourKiani, M., & Tanabandeh, M. (2016). Explaining the relationship between management commitment to service quality, job satisfaction, and organizational performance in the staff of Islamic Republic of Iran’s Custom. International Journal of Humanities and Cultural Studies (IJHCS) ISSN 2356-5926, 101–115.
Resnick, J. T., & Resnick, J. T. (2012). Corporate reputation : Managing corporate reputation ± applying rigorous measures to a key asset. https://doi.org/10.1108/02756660410569175
Roca-Puig, V., Beltran-Martin, I., & Segarra-Cipres, M. (2012). Commitment to employees, labor intensity, and labor productivity in small firms: a non-linear approach. International Journal of Man, 33(8), 938–954.
Rod, M., & Ashill, N. J. (2010). Management commitment to service quality and service recovery performance: A study of frontline employees in public and private hospitals. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 84–103.
Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. Journal of Product & Brand Management, 2(4), 45–60.
Suliman, A., & Al Kathairi, M. (2013). Organizational justice, commitment and performance in developing countries The case of the UAE. Employee Relations, 35, 98–115.
Triatmanto, B., Wahyuni, N., & Respati, H. (2019). Continual Human Resources Empowerment through Human Capital and Commitment for the Organizational Performance in Hospitality Industry. QUALITY Access to Success, 20(173), 84–91. Retrieved from https://www.srac.ro/calitatea/en/arhiva/2019/QAS_Vol.20_No.173_Dec.2019.pdf
Wang, Y. C., Qu, H., & Yang, J. (2019). The formation of sub-brand love and corporate brand love in hotel brand portfolios. International Journal of Hospitality Management, 77(July), 375–384. https://doi.org/10.1016/j.ijhm.2018.08.001
Weiss, A. M., Anderson, E., & MacInnis, D. J. (1999). Reputation management as a motivation for sales structure decisions. Journal of Marketing, 63(4), 74–89. https://doi.org/10.2307/1251975