haku: @author Schaubroeck, J. / yhteensä: 16
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Tekijä:Hui, C.
Lam, S. S. K.
Schaubroeck, J.
Otsikko:Can good citizens lead the way in providing quality service? A field quasi experiment
Lehti:Academy of Management Journal
2001 : OCT, VOL. 44:5, p. 988-995
Asiasana:Service quality
Service management
Kieli:eng
Tiivistelmä:This study tested the effects of using frontline employees who were seen as engaging in the most organizational citizenship behaviour as leaders in a service quality improvement effort. In a field quasi experiment, customers were most satisfied with the service quality of the branch of a multinational bank where good organizational citizens had been trained as service quality leaders, and branch employees exhibited the highest conformance to the quality scheme of the bank.
SCIMA tietueen numero: 232436
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