{"id":"https://openalex.org/W2237895160","doi":null,"title":"Total quality management commitment to service recovery performance: An empirical study of front-line hotel employees in the USA","display_name":"Total quality management commitment to service recovery performance: An empirical study of front-line hotel employees in the USA","publication_year":2012,"publication_date":"2012-06-01","ids":{"openalex":"https://openalex.org/W2237895160","mag":"2237895160"},"language":"en","primary_location":{"id":"pmh:oai:i-rep.emu.edu.tr:11129/1800","doi":null,"is_oa":true,"landing_page_url":"https://hdl.handle.net/11129/1800","pdf_url":null,"source":{"id":"https://openalex.org/S4306402300","display_name":"Eastern Mediterranean University Institutional Repository (Eastern Mediterranean University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I36515993","host_organization_name":"Eastern Mediterranean University","host_organization_lineage":["https://openalex.org/I36515993"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Master Thesis"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://hdl.handle.net/11129/1800","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5015467149","display_name":"Elnaz Beirami","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Elnaz Beirami","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5015467149"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9937000274658203,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9937000274658203,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12905","display_name":"Management Systems and Quality Improvement","score":0.0015999999595806003,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.0013000000035390258,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/total-quality-management","display_name":"total quality management","score":0.9990000128746033},{"id":"https://openalex.org/keywords/service-recovery","display_name":"service recovery","score":0.9129999876022339},{"id":"https://openalex.org/keywords/frontline-workers","display_name":"frontline workers","score":0.7910000085830688},{"id":"https://openalex.org/keywords/hotel-employees","display_name":"hotel employees","score":0.9490000009536743},{"id":"https://openalex.org/keywords/hospitality-industry","display_name":"hospitality industry","score":0.6639999747276306},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.628000020980835}],"concepts":[{"id":"https://openalex.org/C2781403576","wikidata":"https://www.wikidata.org/wiki/Q4384456","display_name":"Front line","level":2,"score":0.6381885409355164},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.5882443189620972},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.566216230392456},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5585501790046692},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.46459460258483887},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.4421812891960144},{"id":"https://openalex.org/C138897024","wikidata":"https://www.wikidata.org/wiki/Q381001","display_name":"Total quality management","level":3,"score":0.43277308344841003},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4035108685493469},{"id":"https://openalex.org/C178550888","wikidata":"https://www.wikidata.org/wiki/Q2043282","display_name":"Business administration","level":1,"score":0.34312546253204346},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.2756003737449646},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.09450092911720276},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:i-rep.emu.edu.tr:11129/1800","doi":null,"is_oa":true,"landing_page_url":"https://hdl.handle.net/11129/1800","pdf_url":null,"source":{"id":"https://openalex.org/S4306402300","display_name":"Eastern Mediterranean University Institutional Repository (Eastern Mediterranean University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I36515993","host_organization_name":"Eastern Mediterranean University","host_organization_lineage":["https://openalex.org/I36515993"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Master Thesis"},{"id":"mag:2237895160","doi":null,"is_oa":false,"landing_page_url":"http://i-rep.emu.edu.tr:8080/jspui/bitstream/11129/1800/1/Beirami.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:i-rep.emu.edu.tr:11129/1800","doi":null,"is_oa":true,"landing_page_url":"https://hdl.handle.net/11129/1800","pdf_url":null,"source":{"id":"https://openalex.org/S4306402300","display_name":"Eastern Mediterranean University Institutional Repository (Eastern Mediterranean University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I36515993","host_organization_name":"Eastern Mediterranean University","host_organization_lineage":["https://openalex.org/I36515993"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Master Thesis"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":87,"referenced_works":["https://openalex.org/W91312932","https://openalex.org/W123277341","https://openalex.org/W169161899","https://openalex.org/W188807262","https://openalex.org/W1484864026","https://openalex.org/W1495686771","https://openalex.org/W1502366513","https://openalex.org/W1527886778","https://openalex.org/W1581853629","https://openalex.org/W1778748245","https://openalex.org/W1833883724","https://openalex.org/W1965909791","https://openalex.org/W1970350405","https://openalex.org/W1971916034","https://openalex.org/W1973703330","https://openalex.org/W1976858723","https://openalex.org/W1983171785","https://openalex.org/W1984186949","https://openalex.org/W1984391464","https://openalex.org/W1990199118","https://openalex.org/W1991295542","https://openalex.org/W1991337173","https://openalex.org/W1995583433","https://openalex.org/W1999216928","https://openalex.org/W2002896570","https://openalex.org/W2004044932","https://openalex.org/W2007373346","https://openalex.org/W2010510233","https://openalex.org/W2017053988","https://openalex.org/W2017541814","https://openalex.org/W2017855460","https://openalex.org/W2018201949","https://openalex.org/W2018370959","https://openalex.org/W2018589481","https://openalex.org/W2021370496","https://openalex.org/W2022395324","https://openalex.org/W2022786786","https://openalex.org/W2027468801","https://openalex.org/W2028544800","https://openalex.org/W2029013777","https://openalex.org/W2030130848","https://openalex.org/W2032748838","https://openalex.org/W2036862235","https://openalex.org/W2037188133","https://openalex.org/W2042807843","https://openalex.org/W2047406664","https://openalex.org/W2050503535","https://openalex.org/W2053050475","https://openalex.org/W2055943009","https://openalex.org/W2056575124","https://openalex.org/W2066926974","https://openalex.org/W2067718403","https://openalex.org/W2068569565","https://openalex.org/W2074183135","https://openalex.org/W2074830963","https://openalex.org/W2076331827","https://openalex.org/W2083675669","https://openalex.org/W2089186825","https://openalex.org/W2089568859","https://openalex.org/W2090240996","https://openalex.org/W2091065166","https://openalex.org/W2091820089","https://openalex.org/W2099723202","https://openalex.org/W2106096361","https://openalex.org/W2107400069","https://openalex.org/W2113706037","https://openalex.org/W2113811752","https://openalex.org/W2116119072","https://openalex.org/W2122912498","https://openalex.org/W2133097426","https://openalex.org/W2136421610","https://openalex.org/W2137972481","https://openalex.org/W2142327896","https://openalex.org/W2152983331","https://openalex.org/W2153838988","https://openalex.org/W2155794023","https://openalex.org/W2164309533","https://openalex.org/W2166169761","https://openalex.org/W2323132578","https://openalex.org/W2333057539","https://openalex.org/W2489793098","https://openalex.org/W2569761979","https://openalex.org/W2887960414","https://openalex.org/W2992144047","https://openalex.org/W3216404766","https://openalex.org/W4235678817","https://openalex.org/W4243667233"],"related_works":["https://openalex.org/W2258915438","https://openalex.org/W2943853898","https://openalex.org/W176365183","https://openalex.org/W2611528472","https://openalex.org/W1922628996","https://openalex.org/W7214820197","https://openalex.org/W6990589954","https://openalex.org/W7066515800","https://openalex.org/W840923971","https://openalex.org/W4404277663"],"abstract_inverted_index":{"Master":[0],"of":[1,13,16],"Science":[2],"in":[3],"Tourism":[4,17],"and":[5,18],"Hospitality":[6,19],"Management.":[7],"Thesis":[8],"(M.S.)--Eastern":[9],"Mediterranean":[10],"University,":[11],"Faculty":[12],"Tourism,":[14],"Dept.":[15],"Management,":[20],"2012.":[21],"Supervisor:":[22],"Assoc.":[23],"Prof.":[24],"Dr.":[25],"Salih":[26],"Katircioglu.":[27]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2022,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}
