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The current study used structural equation modeling to test the relationships among familiarity with a strategic plan (FSP), technology access (TA), organizational commitment (OC), and service quality (SQ) with employees (N = 247, 67.6% female, 53.8% White) at one Area Command of The Salvation Army. We hypothesized that FSP and TA would have direct effects on SQ and indirect effects through OC. Results showed that OC fully mediated the effects of FSP on SQ and partially mediated TA's effects. Findings underscore the importance of organizational commitment for service quality in non-profit human service organizations.
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Cronley et al. (2013) studied this question.
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