Journal of Quality Management最新文献_第3页

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 , Barbara A Gutek , Bambi Douma

{"title":"Effects of service mechanisms and modes on customers' attributions about service delivery","authors":"Markus Groth , Barbara A Gutek , Bambi Douma","doi":"10.1016/S1084-8568(01)00043-8","DOIUrl":"https://doi.org/10.1016/S1084-8568(01)00043-8","url":null,"abstract":"<div><p>We investigate the influence of two service delivery characteristics, service mechanism and mode, on customers' attributions about the quality of service. One hundred sixty-six students were surveyed about the type of service mechanism (relationship, encounter, and pseudorelationship), the perceived quality of service, and their attributions about the service delivery in three different service modes (face-to-face, telephone, and Internet) across two different service domains (banking and travel). Results indicate that customers with relationships perceive the quality of service they receive higher than those customers with pseudorelationships or encounters. In general, customers make attributions for service quality to the service provider rather than to external factors or themselves. In addition, customers who receive service face-to-face are less likely to give blame or credit to the company than those who receive service over the telephone or Internet. Interactions between perceived service quality and mechanism for different attributions are observed, indicating that the type of service delivery has a greater influence on customers' attributions when service quality is low.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"6 2","pages":"Pages 331-348"},"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)00043-8","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"91759819","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

Rater mood and employee emotional expression in a customer service scenario: interactions and implications for performance review outcomes 顾客服务情境中的评分者情绪和员工情绪表达:对绩效评估结果的相互作用和影响

Journal of Quality Management Pub Date : 2001-01-01 DOI: 10.1016/S1084-8568(01)00044-X

Catherine S Daus

引用次数: 17

A scale assessing team-based job performance in a customer-oriented environment 在以客户为导向的环境中评估基于团队的工作绩效的量表

Journal of Quality Management Pub Date : 2001-01-01 DOI: 10.1016/S1084-8568(01)00033-5

Karen Norman Kennedy , Felicia G Lassk , Mary B Burns

引用次数: 8

Who is supporting whom?: quality team effectiveness and perceived organizational support 谁在支持谁?:质量、团队效率和感知组织支持

Journal of Quality Management Pub Date : 2000-07-01 DOI: 10.1016/S1084-8568(01)00021-9

John C Howes , Russell Cropanzano , Alicia A Grandey , Carolyn J Mohler

{"title":"Who is supporting whom?: quality team effectiveness and perceived organizational support","authors":"John C Howes , Russell Cropanzano , Alicia A Grandey , Carolyn J Mohler","doi":"10.1016/S1084-8568(01)00021-9","DOIUrl":"10.1016/S1084-8568(01)00021-9","url":null,"abstract":"<div><p>Using a multifoci approach, we explored the relation of perceived support to worker attitudes, citizenship behaviors, and quality team performance. By expanding previous theoretical models, we formulated three foci of support: an organization's support for an individual (<em>S</em><sub>O→I</sub>), a quality team's support for an individual (<em>S</em><sub>T→I</sub>), and an organization's support for a quality team (<em>S</em><sub>O→T</sub>). Hypotheses were tested with 136 participants of 25 quality teams. As expected, <em>S</em><sub>O→I</sub> was the best predictor of organizational commitment, job satisfaction, and turnover intentions from the organization. <em>S</em><sub>T→I</sub> was the best predictor of individual levels of team commitment, team satisfaction, turnover intentions from the team, and group cohesion. Finally, <em>S</em><sub>O→T</sub> was the best predictor of team performance. Contrary to expectations, none of the support foci predicted citizenship behaviors. Results are discussed in terms of the ability of these three foci to expand the domain of perceived support and to guide managers in the development of more effective quality improvement teams.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"5 2","pages":"Pages 207-223"},"PeriodicalIF":0.0,"publicationDate":"2000-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(01)00021-9","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85696813","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: 72

From the editor 来自编辑

Journal of Quality Management Pub Date : 2000-07-01 DOI: 10.1016/S1084-8568(01)00024-4

R.L Cardy

引用次数: 0

Removing performance appraisal and merit pay in the name of quality: an empirical study of employees' reactions 以质量为名取消绩效考核和绩效薪酬:员工反应的实证研究

Journal of Quality Management Pub Date : 2000-07-01 DOI: 10.1016/S1084-8568(01)00020-7

Melissa L Waite, Susan Stites-Doe

引用次数: 24

Quality of undergraduate education: examining the current paradigm and system 本科教育质量:现行教学模式与教学体系考察

Journal of Quality Management Pub Date : 2000-07-01 DOI: 10.1016/S1084-8568(01)00022-0

Ralph Mullin, George Wilson

引用次数: 6

Top management leadership, employee empowerment, job satisfaction, and customer satisfaction in TQM organizations: an empirical study TQM组织中高层领导、员工授权、工作满意度和客户满意度的实证研究

Journal of Quality Management Pub Date : 2000-07-01 DOI: 10.1016/S1084-8568(01)00023-2

Isaiah O. Ugboro, Kofi Obeng

{"title":"Top management leadership, employee empowerment, job satisfaction, and customer satisfaction in TQM organizations: an empirical study","authors":"Isaiah O. Ugboro, Kofi Obeng","doi":"10.1016/S1084-8568(01)00023-2","DOIUrl":"10.1016/S1084-8568(01)00023-2","url":null,"abstract":"<div><p>Top management leadership and employee empowerment are considered two of the most important principles of total quality management (TQM) because of their assumed relationship with customer satisfaction. As a result, many top management leadership and employee empowerment strategies and practices have been suggested in the management literature. However, few studies have been done to test this assumed relationship and determine which of these strategies and practices may be most effective in bringing about the intended results. This study surveyed organizations that have adopted TQM to determine the relationship between top management leadership, employees' empowerment, job satisfaction, and customers' satisfaction. The results reveal positive correlation between top management leadership, employee empowerment, job satisfaction, and customer satisfaction. Employee empowerment and improved levels of job satisfaction are facilitated by top management leadership and commitment to the TQM goal of customer satisfaction by creating an organizational climate that emphasizes total quality and customer satisfaction. Effective strategies for achieving employee empowerment and job satisfaction, together with top management leadership roles in a TQM environment, are identified and discussed.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"5 2","pages":"Pages 247-272"},"PeriodicalIF":0.0,"publicationDate":"2000-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(01)00023-2","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"75705202","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: 529

Dynamic and customer-oriented workplaces: implications for HRM practice and research 动态和以客户为导向的工作场所:对人力资源管理实践和研究的启示

Journal of Quality Management Pub Date : 2000-07-01 DOI: 10.1016/S1084-8568(01)00019-0

Robert L Cardy , Steve Gove , Jacquelyn DeMatteo

引用次数: 15

Quality improvement approach and performance: multisite analysis within a firm 质量改进方法和绩效:公司内部的多站点分析

Journal of Quality Management Pub Date : 2000-07-01 DOI: 10.1016/S1084-8568(01)00018-9

Everett E Adam Jr. , S.Thomas Foster Jr.

{"title":"Quality improvement approach and performance: multisite analysis within a firm","authors":"Everett E Adam Jr. , S.Thomas Foster Jr.","doi":"10.1016/S1084-8568(01)00018-9","DOIUrl":"10.1016/S1084-8568(01)00018-9","url":null,"abstract":"<div><p>A contingency-based view of an organization suggests contextual variables, such as leadership, training, product (service) design, and employee relations, vary among firms. This leads to varying levels of quality performance. The interest in this study is to identify the contextual variables within a firm, which affect quality performance and other financial variables. A second study objective is to determine if the variables that affect quality are different in rapid- vs. slow-learning environments. The study was conducted in five manufacturing plants of a supplier to many large automotive firms. Results suggest that quality improvement is enhanced by following a process-oriented, quality control approach to improvement, emphasizing product design, and stressing conformance to specifications. To increase the chance of improved financial performance, the firm would follow a process-oriented, quality control approach to improvement and introduce external quality information. No differences were found between fast and slowly improving plants (improving quality) regarding approach to quality improvement. Expectations were that differences in approach to quality would exist between the two groups and that the slow-to-improve plants would use a more robust set of quality improvement variables.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"5 2","pages":"Pages 143-158"},"PeriodicalIF":0.0,"publicationDate":"2000-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(01)00018-9","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"76819791","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: 28