haku: @author Schaubroeck, J. / yhteensä: 16
viite: 7 / 16
| 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. |
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