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Mediating effect of affective commitment on organizational factors and customer satisfaction

Nomor Panggil 915 RAPS 42 (2017)
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Penerbitan Tokyo: Center for Asian and Pacific Studies, Seikei University, 2017
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PertanggungjawabanYutaka Ueda, Yoshiki Matsui, Atsuko Ebine
ISSN09138439
Majalah/JurnalReview of Asian and Pacific Studies
VolumeVol. 42, 2017: Hal. 145-160
Akses Elektronik https://www.seikei.ac.jp/university/caps/english/05publication/journal_pdf/raps_no42.pdf
Institusi Pemilik Universitas Indonesia
Lokasi Perpustakaan UI, Lt 4, R. Koleksi Jurnal
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Nomor Panggil No. Barkod Ketersediaan
915 RAPS 42 (2017) 03-19-874213988 TERSEDIA
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Tidak ada ulasan pada koleksi ini: 20497120
ABSTRACT
The purpose of this paper is to assess the impact of organizational structure and process factors on customer satisfaction, and to examine the mediating role of organizational commitment (affective commitment) on these relationships. The Round 3 data from the High Performance Manufacturing (HPM) project were used for this study. The data includes 266 plants from 9 industrialized countries. A simple Sobel test demonstrated the partial mediating effect of affective commitment. Structural equation modeling (SEM) revealed that when two structural factors and one process factor are considered, affective commitment partially mediates the effect of the flatness of organizational structure and supervisory interaction facilitation, but does not mediate the effect of the centralization of authority. Some limitations of this study are highlighted and future expectations provided.