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Journal of Quality Management最新文献

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Effects of service mechanisms and modes on customers' attributions about service delivery 服务机制和模式对顾客服务交付归因的影响
Journal of Quality Management Pub Date : 2001-01-01 DOI: 10.1016/S1084-8568(01)00043-8
Markus Groth, B. Gutek, Bambi M. Douma
{"title":"Effects of service mechanisms and modes on customers' attributions about service delivery","authors":"Markus Groth, B. Gutek, Bambi M. Douma","doi":"10.1016/S1084-8568(01)00043-8","DOIUrl":"https://doi.org/10.1016/S1084-8568(01)00043-8","url":null,"abstract":"","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"63 1","pages":"331-348"},"PeriodicalIF":0.0,"publicationDate":"2001-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84207194","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: 16
A process model of discretionary service behavior 自由裁量服务行为过程模型
Journal of Quality Management Pub Date : 2001-01-01 DOI: 10.1016/S1084-8568(01)00042-6
Donna Maria Blancero , Scott A Johnson
{"title":"A process model of discretionary service behavior","authors":"Donna Maria Blancero ,&nbsp;Scott A Johnson","doi":"10.1016/S1084-8568(01)00042-6","DOIUrl":"10.1016/S1084-8568(01)00042-6","url":null,"abstract":"<div><p>Managing the service behavior of contact employees (service agents) who work with customers is of increasing concern and importance to employers. We present a theoretical framework and model that explicates the cognitive process influencing service agent behavior during customer service encounters, which we describe as discretionary service behavior (DSB). The DSB model takes a contract management approach, incorporating agents' perceived organizational support (based on their evaluation of their psychological contract status and resultant fairness perceptions), their intentions to perform DSB, and their perception of the feedback they receive from customers (and its joint influence on DSB). We define DSB, examine potential antecedents, present research propositions related to the model, and discuss potential organizational outcomes.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 2","pages":"Pages 307-329"},"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)00042-6","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82092112","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: 24
Service quality in a public agency: same expectations but different perceptions by employees, managers, and customers 公共机构的服务质量:相同的期望，但员工、管理者和客户的不同看法
Journal of Quality Management Pub Date : 2001-01-01 DOI: 10.1016/S1084-8568(01)00040-2
Mary Gowan , John Seymour , Santiago Ibarreche , Charles Lackey
{"title":"Service quality in a public agency: same expectations but different perceptions by employees, managers, and customers","authors":"Mary Gowan ,&nbsp;John Seymour ,&nbsp;Santiago Ibarreche ,&nbsp;Charles Lackey","doi":"10.1016/S1084-8568(01)00040-2","DOIUrl":"10.1016/S1084-8568(01)00040-2","url":null,"abstract":"<div><p>Managers, employees, and customers in a public agency provided information about expectations and perceptions of service quality. No differences were found for expectations between any of the groups. Additionally, manager and employee perceptions were similar. However, unlike previous research findings (e.g., by Bitner et al. [J. Mark. 58 (1994) 95.]), their perceptions were lower than the perceptions of customers. Implications of the findings for the management of nonprofit organizations are discussed.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 2","pages":"Pages 275-291"},"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)00040-2","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80616530","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: 111
Technology, customization, and reliability 技术、定制和可靠性
Journal of Quality Management Pub Date : 2001-01-01 DOI: 10.1016/S1084-8568(01)00037-2
Michael D Johnson , John E Ettlie
{"title":"Technology, customization, and reliability","authors":"Michael D Johnson ,&nbsp;John E Ettlie","doi":"10.1016/S1084-8568(01)00037-2","DOIUrl":"10.1016/S1084-8568(01)00037-2","url":null,"abstract":"<div><p>This research examines the relative importance that customers place on product reliability, or things-gone-wrong, and customization, or things-gone-right, across a range of industrial settings. We integrate an evolutionary theory of technology with a dynamic theory of competition to predict that: (1) when technological intensity is relatively low or high, customers place greater value on customization and (2) when technological intensity is more intermediate, product reliability and customization are more equally important. The predictions are tested and supported using data from the American Customer Satisfaction Index (ACSI) survey.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 2","pages":"Pages 193-210"},"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)00037-2","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88111847","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: 45
Team and organizational attitudes as a lens and mirror impacting customer satisfaction: an empirical test in self-managed teams 团队和组织态度作为影响客户满意度的透镜和镜子:自我管理团队的经验检验
Journal of Quality Management Pub Date : 2001-01-01 DOI: 10.1016/S1084-8568(01)00039-6
Lucy L Gilson , Christina E Shalley , Terry C Blum
{"title":"Team and organizational attitudes as a lens and mirror impacting customer satisfaction: an empirical test in self-managed teams","authors":"Lucy L Gilson ,&nbsp;Christina E Shalley ,&nbsp;Terry C Blum","doi":"10.1016/S1084-8568(01)00039-6","DOIUrl":"10.1016/S1084-8568(01)00039-6","url":null,"abstract":"<div><p>This study examined an organization that had restructured to self-managed teams in order to improve their overall customer satisfaction. Past research has described employees as the lens through which customers perceive their service providers and that customers often mirror the attitudes of these employees. In this research, we examined whether there were attitudinal differences, at both the team and organizational levels, between members of teams whose customers were more or less satisfied with the level of service received. Our results indicated that members of teams with satisfied customers were more satisfied with their teams and organizations, were committed to their teams, and perceived their teams to be procedurally just as compared to members of teams with less satisfied customers. Additionally, individuals who judged their organizational rewards to be fair were also on teams who had satisfied customers. Implications of these findings for customer satisfaction in team-based organizations are discussed.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 2","pages":"Pages 235-256"},"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)00039-6","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"87738791","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: 13
In support of the assumptions at the foundation of Deming's management theory 以支持戴明管理理论的基础假设
Journal of Quality Management Pub Date : 2001-01-01 DOI: 10.1016/S1084-8568(01)00045-1
Steven Hillmer, Dennis Karney
{"title":"In support of the assumptions at the foundation of Deming's management theory","authors":"Steven Hillmer,&nbsp;Dennis Karney","doi":"10.1016/S1084-8568(01)00045-1","DOIUrl":"10.1016/S1084-8568(01)00045-1","url":null,"abstract":"<div><p>Hillmer and Karney [J. Qual. Manage. 2 (1997) 171.] have formulated 15 axioms as a basis of Deming's theory of management and utilized these axioms to derive Deming's 14 points. This paper makes a case for the feasibility of the theory, which is based on these axioms, by articulating how the axioms are consistent with existing theories, known research results, empirical evidence, and observed phenomena. Establishing these links addresses the fit of Deming's theory with observation to increase the confidence of managers, scholars, and researchers in its relevance, in its predictive ability, in its conclusions, and in its usefulness as a guide for decision making. Further, such a case helps clarify the issues in the paradigm debate about the practicality and usefulness of Deming's theory for managing an organization.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 2","pages":"Pages 371-400"},"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)00045-1","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"77278844","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: 21
A service market segmentation approach to strategic human resource management 战略性人力资源管理的服务市场细分方法
Journal of Quality Management Pub Date : 2001-01-01 DOI: 10.1016/S1084-8568(01)00034-7
Beth G Chung
{"title":"A service market segmentation approach to strategic human resource management","authors":"Beth G Chung","doi":"10.1016/S1084-8568(01)00034-7","DOIUrl":"10.1016/S1084-8568(01)00034-7","url":null,"abstract":"<div><p>In this article, I present a theoretical framework for devising and implementing a service management strategy. I propose that using the service management strategy of focusing on a particular customer market segment, via five functional service quality dimensions, would yield increased organizational effectiveness through the fit of HRM practices, what was emphasized in those practices and required employee role behaviors. Examples of how different HRM practices can support different service strategies are also presented.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 2","pages":"Pages 117-138"},"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)00034-7","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84900266","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: 9
From the editor 来自编辑
Journal of Quality Management Pub Date : 2001-01-01 DOI: 10.1016/S1084-8568(01)00046-3
R. Cardy
{"title":"From the editor","authors":"R. Cardy","doi":"10.1016/S1084-8568(01)00046-3","DOIUrl":"https://doi.org/10.1016/S1084-8568(01)00046-3","url":null,"abstract":"","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 2","pages":"Pages 113-116"},"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)00046-3","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"137229235","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: 0
The measurement of a market orientation and its impact on business performance 衡量市场导向及其对企业绩效的影响
Journal of Quality Management Pub Date : 2001-01-01 DOI: 10.1016/S1084-8568(01)00035-9
L.Jean Harrison-Walker
{"title":"The measurement of a market orientation and its impact on business performance","authors":"L.Jean Harrison-Walker","doi":"10.1016/S1084-8568(01)00035-9","DOIUrl":"10.1016/S1084-8568(01)00035-9","url":null,"abstract":"<div><p>“Market orientation” is conceptualized as consisting of two components (“customer and competitor orientations”), each involving a four-stage process (acquisition of information, organization-wide sharing of information, a shared interpretation of market information, and utilization of market information), and reliable and valid measurement scales are developed. The impact of customer and competitor orientation on business performance is investigated based on multiple-informant data from two US industries. The results suggest that while customer and competitor orientation each have a positive and significant impact on overall market orientation, only customer orientation has a positive and significant effect on business performance. From a managerial perspective, the measurement scales can be used to assess a firm's level of market orientation and identify “bottlenecks” in intraorganizational information flows.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 2","pages":"Pages 139-172"},"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)00035-9","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"86569027","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: 108
Organizational learning capacity and internal customer orientation within strategic sourcing units 在战略采购单位的组织学习能力和内部客户导向
Journal of Quality Management Pub Date : 2001-01-01 DOI: 10.1016/S1084-8568(01)00036-0
G.Tomas M Hult , David J Ketchen Jr. , Taco H Reus
{"title":"Organizational learning capacity and internal customer orientation within strategic sourcing units","authors":"G.Tomas M Hult ,&nbsp;David J Ketchen Jr. ,&nbsp;Taco H Reus","doi":"10.1016/S1084-8568(01)00036-0","DOIUrl":"10.1016/S1084-8568(01)00036-0","url":null,"abstract":"<div><p>Though an internal customer orientation is believed to be indispensable in meeting the highest quality demands of external customers, little is known about the antecedents of internal customer orientation. In line with the resource-based view (RBV) of the firm, our contention is that four first-order factors (team-, systems-, learning-, and memory orientations) <em>collectively</em> contribute to the creation of an intangible strategic resource in the form of “organizational learning capacity” (OLC). OLC, in turn, is positively related to the buyer's customer orientation towards the internal customers in the strategic sourcing unit, as perceived by the internal strategic business unit (SBU) customer. Data from internal customers within 141 strategic dyadic sourcing units in a multinational corporation (MNC) confirm the theoretical model. The results are robust across 1994 and 1999 data, suggesting that learning offers a persistent tool for managing important outcomes such as the degree of internal customer orientation.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 2","pages":"Pages 173-192"},"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)00036-0","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78412003","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: 42
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