Job standardization and service quality: The mediating role of prosocial service behaviors

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题名:	Job standardization and service quality: The mediating role of prosocial service behaviors
作者:	Tsaur, Sheng-Hshiung Wang, Chih-Hung Yen, Chang-Hua Liu, Yi-Chun
贡献者:	觀光系
关键词:	Job standardization Service quality Prosocial service behaviors
日期:	2014-07
上传时间:	2015-01-22 15:04:15 (UTC+8)
摘要:	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.
關聯:	INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT 卷: 40 頁碼: 130-138
显示于类别:	[觀光事業學系暨研究所 ] 期刊論文

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