Enhancement of service quality with job standardisation

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题名:	Enhancement of service quality with job standardisation
作者:	Hsieh YM;Hsieh AT
贡献者:	觀光系
日期:	2001
上传时间:	2009-12-11 12:09:30 (UTC+8)
摘要:	This empirical study examines the relationship between job standardisation and service quality. Data used herein comes from service contact-employees and customers at 105 branches of 35 service-oriented firms in Taiwan. Results obtained from three different levels of data, i.e. service contact-employees, customers and branches, indicate that job standardisation is positively related to the perception of service quality. This finding corresponds to a conceptual model of sen,ice quality developed by, Parasuraman, Zeithaml and Berry 1985:45. lit addition, we speculate that service contact-employees meet with situations involving task uncertainty that moderate the relation between job standardisation and service quality as perceived by customers; however, this hypothesis is not supported by our empirical results. Furthermore, results of this study indicate that customers who are unacquainted with a service or product believe job standardisation influences service quality.
關聯:	SERVICE INDUSTRIES JOURNAL Volume: 21 Issue: 3 Pages: 147-166
显示于类别:	[觀光事業學系暨研究所 ] 期刊論文

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