{"title":"Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective","authors":"B. Lewis, G. Gabrielsen","doi":"10.1080/02642069800000019","DOIUrl":null,"url":null,"abstract":"The article concentrates on intra-organisational aspects in the implementation of service quality management. Literature review is followed by presentation of an empirical investigation, in financial services in Norway, in which the perspective of front- line employees, regarding recent service quality initiatives, is measured.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"18 1","pages":"64-89"},"PeriodicalIF":7.4000,"publicationDate":"1998-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069800000019","citationCount":"80","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Service Industries Journal","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1080/02642069800000019","RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"MANAGEMENT","Score":null,"Total":0}
引用次数: 80
Abstract
The article concentrates on intra-organisational aspects in the implementation of service quality management. Literature review is followed by presentation of an empirical investigation, in financial services in Norway, in which the perspective of front- line employees, regarding recent service quality initiatives, is measured.
期刊介绍：
The mission of The Service Industries Journal is to enhance our understanding of the services sector, service firms, and the efficient management of these entities. Pioneering the field since 1981, we stand as the world's inaugural academic, peer-reviewed journal dedicated to the services sector and service management. Over the years, we have earned a prestigious international reputation for delivering high-quality content and insights.
We enthusiastically invite submissions from researchers worldwide whose studies are grounded in social sciences such as sociology, psychology, economics, law, and politics.
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