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 service quality developed by Parasuraman, Zeithaml and Berry 1985:45. In 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.
{"title":"Enhancement of Service Quality with Job Standardisation","authors":"Yih‐Ming Hsieh, An-tien Hsieh","doi":"10.1080/714005029","DOIUrl":"https://doi.org/10.1080/714005029","url":null,"abstract":"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 service quality developed by Parasuraman, Zeithaml and Berry 1985:45. In 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.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"8 1","pages":"147 - 166"},"PeriodicalIF":9.4,"publicationDate":"2001-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/714005029","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"60460592","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2000-01-01DOI: 10.1080/02642060000000003
Jørn Flohr Nielsen, Viggo Høst
It7 this crrticle service etzco~rr~ferpe~orr?~trr~ce is urfu/)1.sed at the job level. Frorn an organiscirior~ul change perspective fron t-line jobs and initiatives which potentiullj~ influence the service encoLtrzters ure exrrminecl in Durfish banks und loccil govenlnzent. On the brisis of surveys, front-line etnl~1o~~ee.s' percepfiorzs of the service quality delivered are cornpared cind linked to recent strucruml, edlrcational and technological initiurives in an unrrlysis ~rsit~g structural equation models with laterzt variables. The resulrs stress the importrrrzce of giving authority to the front-line enzplo~lees in both the private at~cl the p~tblic sectors. It ix urg~red that more attention sho~rld be paid to job er~richrnent and to the involvement of employees as antecedents of succe.s.f~ll clzanges.
这篇文章服务etzco~rr~ferpe~orr吗?~trr~ce is urfu/)1。在工作层面进行分析。从组织的角度来看，从一线工作和可能影响服务的举措的角度来看，我们将在Durfish银行和地方政府进行检验。就临危调查而言，一线人员约10 ~ 10人。S的感知交付的服务质量进行了比较，并与最近的结构，教育和技术举措联系起来，在一个具有横向变量的解析~阻力~结构方程模型中。研究结果强调了赋予私营部门和公共部门的一线员工权力的重要性。迫切需要更多地关注工作的丰富性和员工的参与作为成功的先决条件。f ~ clzanges。
{"title":"The Path to Service Encounter Performance in Public and Private ‘Bureaucracies’","authors":"Jørn Flohr Nielsen, Viggo Høst","doi":"10.1080/02642060000000003","DOIUrl":"https://doi.org/10.1080/02642060000000003","url":null,"abstract":"It7 this crrticle service etzco~rr~ferpe~orr?~trr~ce is urfu/)1.sed at the job level. Frorn an organiscirior~ul change perspective fron t-line jobs and initiatives which potentiullj~ influence the service encoLtrzters ure exrrminecl in Durfish banks und loccil govenlnzent. On the brisis of surveys, front-line etnl~1o~~ee.s' percepfiorzs of the service quality delivered are cornpared cind linked to recent strucruml, edlrcational and technological initiurives in an unrrlysis ~rsit~g structural equation models with laterzt variables. The resulrs stress the importrrrzce of giving authority to the front-line enzplo~lees in both the private at~cl the p~tblic sectors. It ix urg~red that more attention sho~rld be paid to job er~richrnent and to the involvement of employees as antecedents of succe.s.f~ll clzanges.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"20 1","pages":"40 - 60"},"PeriodicalIF":9.4,"publicationDate":"2000-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642060000000003","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59310823","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1999-10-01DOI: 10.1080/02642069900000047
Juan Manuel García-Falcón, Diego R. Medina‐Muñoz
{"title":"The Relationship Between Hotel Companies and Travel Agencies: An Empirical Assessment of the United States Market","authors":"Juan Manuel García-Falcón, Diego R. Medina‐Muñoz","doi":"10.1080/02642069900000047","DOIUrl":"https://doi.org/10.1080/02642069900000047","url":null,"abstract":"","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"102-122"},"PeriodicalIF":9.4,"publicationDate":"1999-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000047","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319237","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1999-10-01DOI: 10.1080/02642069900000045
Joanne Roberts
{"title":"The internationalisation of business service firms: a stages approach","authors":"Joanne Roberts","doi":"10.1080/02642069900000045","DOIUrl":"https://doi.org/10.1080/02642069900000045","url":null,"abstract":"","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"68-88"},"PeriodicalIF":9.4,"publicationDate":"1999-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000045","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319170","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Using the Concept of Loss: An Alternative SERVQUAL Measure","authors":"M. K. Hussey","doi":"10.1080/02642069900000046","DOIUrl":"https://doi.org/10.1080/02642069900000046","url":null,"abstract":"(1999). Using the Concept of Loss: An Alternative SERVQUAL Measure. The Service Industries Journal: Vol. 19, No. 4, pp. 89-101.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"89-101"},"PeriodicalIF":9.4,"publicationDate":"1999-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000046","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319227","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1999-10-01DOI: 10.1080/02642069900000049
P. Downward, L. Lumsdon
{"title":"The determinants of day excursion coach travel: a qualitative marketing analysis.","authors":"P. Downward, L. Lumsdon","doi":"10.1080/02642069900000049","DOIUrl":"https://doi.org/10.1080/02642069900000049","url":null,"abstract":"","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"158-168"},"PeriodicalIF":9.4,"publicationDate":"1999-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000049","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319740","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1999-10-01DOI: 10.1080/02642069900000043
Lilach Nachum, J. Rolle
This study is designed to examine the extent to which home countries affect the nature of the ownership advantages of firms and subsequently their competitive position in the international market. The empirical analysis is based on a comparison of the ownership advantages of US, UK and French advertising agencies and examination of their possible origin in specific characteristics of the home countries. The findings suggest that the impact of home countries is essential, but it provides only partial explanation for the nature of the ownership advantages which advertising agencies develop. Some of these advantages re related to the attributes of individual advertising agencies and they vary in line with their unique characteristics rather than in response to the characteristics of their home countries.
{"title":"The National Origin of the Ownership Advantages of Firms","authors":"Lilach Nachum, J. Rolle","doi":"10.1080/02642069900000043","DOIUrl":"https://doi.org/10.1080/02642069900000043","url":null,"abstract":"This study is designed to examine the extent to which home countries affect the nature of the ownership advantages of firms and subsequently their competitive position in the international market. The empirical analysis is based on a comparison of the ownership advantages of US, UK and French advertising agencies and examination of their possible origin in specific characteristics of the home countries. The findings suggest that the impact of home countries is essential, but it provides only partial explanation for the nature of the ownership advantages which advertising agencies develop. Some of these advantages re related to the attributes of individual advertising agencies and they vary in line with their unique characteristics rather than in response to the characteristics of their home countries.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"17-48"},"PeriodicalIF":9.4,"publicationDate":"1999-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000043","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319043","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1999-10-01DOI: 10.1080/02642069900000042
J. Bryson, P. Daniels, D. Ingram
This article explores methodological issues surrounding attempts to measure the impact of business service expertise on the performance, profitability and competitiveness of client companies. The authors use a survey of small and medium-sized enterprises (SMEs) in England as well as case studies of individual firms. The essay makes two methodological points. First, it is possible to identify a positive impact of business service expertise on client performance, but impossible to isolate such impacts from other management variables, for example the competence of the management team. Secondly, the timing of a corporate interview or data collection process influences the nature of the material collected. The only way to solve the problem of a time-specific understanding of a corporate event is through longitudinal research.
{"title":"Methodological Problems and Economic Geography: The Case of Business Services","authors":"J. Bryson, P. Daniels, D. Ingram","doi":"10.1080/02642069900000042","DOIUrl":"https://doi.org/10.1080/02642069900000042","url":null,"abstract":"This article explores methodological issues surrounding attempts to measure the impact of business service expertise on the performance, profitability and competitiveness of client companies. The authors use a survey of small and medium-sized enterprises (SMEs) in England as well as case studies of individual firms. The essay makes two methodological points. First, it is possible to identify a positive impact of business service expertise on client performance, but impossible to isolate such impacts from other management variables, for example the competence of the management team. Secondly, the timing of a corporate interview or data collection process influences the nature of the material collected. The only way to solve the problem of a time-specific understanding of a corporate event is through longitudinal research.","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"1-16"},"PeriodicalIF":9.4,"publicationDate":"1999-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000042","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319500","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1999-10-01DOI: 10.1080/02642069900000048
J. Perkins, C. Freedman
{"title":"Organisational Form and Retailing Development: The Department and the Chain Store, 1860-1940","authors":"J. Perkins, C. Freedman","doi":"10.1080/02642069900000048","DOIUrl":"https://doi.org/10.1080/02642069900000048","url":null,"abstract":"","PeriodicalId":48173,"journal":{"name":"Service Industries Journal","volume":"19 1","pages":"123-146"},"PeriodicalIF":9.4,"publicationDate":"1999-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02642069900000048","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59319252","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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