Journal of Quality Management最新文献

The role of procedural justice in the delivery of services 程序公正在提供服务方面的作用

Journal of Quality Management Pub Date : 2001-10-01 DOI: 10.1016/S1084-8568(01)00030-X

Markus Groth, Stephen W Gilliland

{"title":"The role of procedural justice in the delivery of services","authors":"Markus Groth, Stephen W Gilliland","doi":"10.1016/S1084-8568(01)00030-X","DOIUrl":"10.1016/S1084-8568(01)00030-X","url":null,"abstract":"<div><p>Two field studies examined the role of procedural justice in the delivery of services. Waiting time and waiting procedures, two dimensions of procedural justice, and their effects on customers' reactions, were studied. In Study 1, 135 customers of two fast-food restaurants were surveyed about their service experience and perceptions of justice. The restaurants used two different types of waiting procedures, single-line systems and multiple-line systems. Study 2 consisted of a field experiment in which 102 customers of a bookstore filled out a survey regarding their service experience. The line system was switched systematically between a single-line and a multiple-line system. Although no differences in actual wait time existed, results of both studies show that customers in a single-line system perceived wait time to be shorter. Furthermore, perceived wait time and perceptions of the waiting procedures predicted customers' reactions to the waiting experience. An interaction between the two procedural justice dimensions was observed in Study 2, indicating that customers' reactions to the wait were more positive when perceived wait time was short and the waiting procedures were perceived as adequate. Results are discussed from the perspectives of organizational justice and waiting expectations.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 1","pages":"Pages 77-97"},"PeriodicalIF":0.0,"publicationDate":"2001-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(01)00030-X","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"87957415","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 40

Airline station performance as a function of employee satisfaction 航空站绩效作为员工满意度的函数

Journal of Quality Management Pub Date : 2001-10-01 DOI: 10.1016/S1084-8568(01)00027-X

Delbert Nebeker, Licia Busso , Philipp D Werenfels , Hamady Diallo , Agnieszka Czekajewski , Bernardo Ferdman

引用次数: 52

From the Editor 来自编辑

Journal of Quality Management Pub Date : 2001-10-01 DOI: 10.1016/S1084-8568(01)00032-3

R.L. Cardy

引用次数: 0

The impact of internal marketing activities on external marketing outcomes 内部营销活动对外部营销结果的影响

Journal of Quality Management Pub Date : 2001-10-01 DOI: 10.1016/S1084-8568(01)00029-3

Harvir S Bansal , Morris B Mendelson , Basu Sharma

{"title":"The impact of internal marketing activities on external marketing outcomes","authors":"Harvir S Bansal , Morris B Mendelson , Basu Sharma","doi":"10.1016/S1084-8568(01)00029-3","DOIUrl":"10.1016/S1084-8568(01)00029-3","url":null,"abstract":"<div><p>An increasingly service-oriented economy requires organizations to attract and retain customers to ensure a sustainable competitive advantage. To achieve this objective, organizations must focus their efforts on developing and sustaining an organizational culture that emphasizes internal customer well-being as a means to attract and retain external customer patronage. This rationale is based on the notion that to the external customer, the internal customer represents the firm. In fact, a growing body of empirical evidence suggests that there is a direct relationship between a firm's financial success and its commitment to internal marketing practices that treat employees as assets. However, there is a paucity of theoretical frameworks that explore these relationships in a systemic fashion. Based on the literature in marketing and human resource (HR) management, we propose a model that relates six key internal marketing practices to external customer satisfaction and loyalty, mediated by internal customer attitudes (i.e., loyalty to the firm, job satisfaction, trust in management) leading to extra role behaviors directed at external customers.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 1","pages":"Pages 61-76"},"PeriodicalIF":0.0,"publicationDate":"2001-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(01)00029-3","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"83056418","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 260

Service with a smile 微笑服务

Journal of Quality Management Pub Date : 2001-10-01 DOI: 10.1016/S1084-8568(01)00031-1

Diana L Deadrick, R.Bruce McAfee

引用次数: 15

Title Index Volume 4–5 题目索引卷4-5

Journal of Quality Management Pub Date : 2001-10-01 DOI: 10.1016/S1084-8568(01)00025-6

引用次数: 0

The impact of quality practices on customer satisfaction and business results: product versus service organizations 质量实践对顾客满意和业务结果的影响:产品组织与服务组织

Journal of Quality Management Pub Date : 2001-10-01 DOI: 10.1016/S1084-8568(01)00026-8

Lars Nilsson , Michael D. Johnson , Anders Gustafsson

引用次数: 211

Size does matter: the effect of organizational size on customer satisfaction 规模确实重要:组织规模对顾客满意度的影响

Journal of Quality Management Pub Date : 2001-10-01 DOI: 10.1016/S1084-8568(01)00028-1

Nadav Goldschmidt , Beth G. Chung

引用次数: 9

Sustaining a service quality initiative in the midst of downsizing 在裁员过程中保持服务质量的主动性

Journal of Quality Management Pub Date : 2001-01-01 DOI: 10.1016/S1084-8568(01)00038-4

Marjorie Armstrong-Stassen , Terry H Wagar , R.Julian Cattaneo

{"title":"Sustaining a service quality initiative in the midst of downsizing","authors":"Marjorie Armstrong-Stassen , Terry H Wagar , R.Julian Cattaneo","doi":"10.1016/S1084-8568(01)00038-4","DOIUrl":"10.1016/S1084-8568(01)00038-4","url":null,"abstract":"<div><p>This study examined employees' perceptions of the factors associated with a service quality initiative during and following organizational downsizing. The participants were employees of a large Canadian federal government department that began implementing a service quality initiative in 1995 and then reduced its workforce by 20% between 1996 and 1997. One hundred employees were interviewed in 1996 and 275 employees completed a questionnaire in 1997 and 14 months later in 1998. Overall, survivors perceived that the downsizing had an adverse effect on the department's quality initiative. Factors during the downsizing that were associated with greater perceived support for the quality initiative, service quality, teamwork and quality improvement efforts following the downsizing were job level (management), greater initial commitment to the quality initiative, lower perceived negative downsizing effect on the quality initiative, higher perceived organizational morale, and higher trust in the organization and organizational commitment. Initial commitment to the quality initiative was an especially important predictor of how remaining employees perceived the quality initiative following the downsizing. Respondents reported a significant increase in service quality and teamwork following the downsizing period suggesting that these key features of a quality program may be only temporarily affected by organizational downsizing.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 2","pages":"Pages 211-233"},"PeriodicalIF":0.0,"publicationDate":"2001-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(01)00038-4","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82982295","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 11

Customer evaluation of service employee's customer orientation: extension and application 服务员工顾客导向的顾客评价:延伸与应用

Journal of Quality Management Pub Date : 2001-01-01 DOI: 10.1016/S1084-8568(01)00041-4

D.Todd Donavan , Mary Ann Hocutt

引用次数: 99