文化大學機構典藏 CCUR:Item 987654321/29181
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    Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/29181


    Title: Job standardization and service quality: The mediating role of prosocial service behaviors
    Authors: Tsaur, Sheng-Hshiung
    Wang, Chih-Hung
    Yen, Chang-Hua
    Liu, Yi-Chun
    Contributors: 觀光系
    Keywords: Job standardization
    Service quality
    Prosocial service behaviors
    Date: 2014-07
    Issue Date: 2015-01-22 15:04:15 (UTC+8)
    Abstract: Service quality has been recognized as a major topic in the tourism and hospitality industry. Although previous literature has examined the relationship between job standardization and service quality, the mechanism underlying this relationship remains a black box. The purpose of this study is to examine the relationship between job standardization and service quality, and to clarify the role of prosocial service behaviors. Survey data from 336 customer-contact employees and 404 customers in Taiwan indicate that job standardization positively affects role-prescribed service behavior and extra-role service behavior of customer-contact employees, in addition to the service-quality perception of their customers. Extra-role service behavior also positively affects service quality. By contrast, the effect of role-prescribed service behavior on service quality is not significant. In addition, prosocial service behaviors mediate the relationship between job standardization and service quality. Managerial implications and future research directions are discussed in this study. (C) 2014 Elsevier Ltd. All rights reserved.
    Relation: INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT 卷: 40 頁碼: 130-138
    Appears in Collections:[Department of Tourism & Graduate Institute of Tourism Industry ] periodical articles

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