Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective

IF 7.4 2区管理学 Q1 MANAGEMENT

Service Industries Journal Pub Date : 1998-04-01 DOI:10.1080/02642069800000019

B. Lewis, G. Gabrielsen

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.

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服务质素管理的组织内部层面:员工的观点

本文集中于服务质量管理实施中的组织内部方面。文献综述之后，提出了一项实证调查，在挪威的金融服务，其中一线员工的观点，关于最近的服务质量举措，是衡量。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Service Industries Journal MANAGEMENT-

CiteScore

19.00

自引率

18.10%

发文量

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.