O
Osman M. Karatepe
Researcher at Eastern Mediterranean University
Publications - 182
Citations - 12241
Osman M. Karatepe is an academic researcher from Eastern Mediterranean University. The author has contributed to research in topics: Job performance & Job satisfaction. The author has an hindex of 56, co-authored 157 publications receiving 9745 citations.
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The effect of management commitment to service quality on employees’ affective and performance outcomes
TL;DR: In this paper, a service recovery performance model is proposed and tested with data from frontline bank employees in Turkey, which is derived from Bagozzi's (1992) reformulation of attitude theory.
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High-performance work practices and hotel employee performance: The mediation of work engagement
TL;DR: In this paper, a research model that investigates whether work engagement functions as a mediator of the effects of high-performance work practices (HPWPs) on job performance and extra-role customer service is proposed.
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Measuring service quality of banks: Scale development and validation
TL;DR: In this paper, the authors report on the construction of a service quality scale based on a multi-stage, multi-phase, and multi-sample approach, by employing a multiscale approach.
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Relationships of supervisor support and conflicts in the work–family interface with the selected job outcomes of frontline employees
Osman M. Karatepe,Hasan Kilic +1 more
TL;DR: In this article, a research model investigating the relationship of supervisor support and work-family conflict with the selected job outcomes was developed and tested using a sample of frontline employees in Northern Cyprus hotels.
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Customer complaints and organizational responses: the effects of complainants' perceptions of justice on satisfaction and loyalty
TL;DR: In this article, the authors investigated the effects of various organizational responses to complaints on distributive, procedural, and interactional justice; and the effect of complainants' perceptions of distributive and procedural justice on satisfaction and loyalty.