Exploring the Impact of Service Climate and Personal Cultural Orientations on Internal Service Quality and Employee Performance PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download Exploring the Impact of Service Climate and Personal Cultural Orientations on Internal Service Quality and Employee Performance PDF full book. Access full book title Exploring the Impact of Service Climate and Personal Cultural Orientations on Internal Service Quality and Employee Performance by Chak-tin Fung. Download full books in PDF and EPUB format.
Author: Chak-tin Fung
Publisher:
ISBN:
Category : Corporate culture
Languages : en
Pages : 132
Get Book Here
Book Description
It is envisaged that the findings of this research will enrich our understanding about the impact of service climate on internal service quality and employee performance. This is an important conceptual contribution because it will help resolve the confusion reported in prior research about the role of internal service quality plays between service climate and employee performance. Specifically, this research will show that service climate is an important antecedent to internal service quality, which in turn affects employee performance directly, thus internal service quality is a mediator rather than a moderator. More importantly, it will also be shown that independent and interdependent personal cultural orientations may moderate these relationships. Besides its conceptual contribution in clarifying the mediating versus moderating role of internal service quality, this research also has many important managerial implications. First, the findings of this research will help managers to understand the moderating effect of individual employees' personal cultural orientations (independence vs. interdependence) on the relationship between service climate and internal service quality as well as the influence of internal service quality on employee performance. Second, this research would highlight that managers should not merely focus on the objective criteria such as age, education, gender, work experience etc. while selecting new employees, but also look at the subjective criteria such as the level of individual employees'efforts to understand the cultural differences between them and their co-workers. Such knowledge and understanding would allow them to work more effectively and efficiently, especially in large-scale construction projects with multi-national teams consisting of employees with widely varying personal cultural orientations.
Author: Chak-tin Fung
Publisher:
ISBN:
Category : Corporate culture
Languages : en
Pages : 132
Get Book Here
Book Description
It is envisaged that the findings of this research will enrich our understanding about the impact of service climate on internal service quality and employee performance. This is an important conceptual contribution because it will help resolve the confusion reported in prior research about the role of internal service quality plays between service climate and employee performance. Specifically, this research will show that service climate is an important antecedent to internal service quality, which in turn affects employee performance directly, thus internal service quality is a mediator rather than a moderator. More importantly, it will also be shown that independent and interdependent personal cultural orientations may moderate these relationships. Besides its conceptual contribution in clarifying the mediating versus moderating role of internal service quality, this research also has many important managerial implications. First, the findings of this research will help managers to understand the moderating effect of individual employees' personal cultural orientations (independence vs. interdependence) on the relationship between service climate and internal service quality as well as the influence of internal service quality on employee performance. Second, this research would highlight that managers should not merely focus on the objective criteria such as age, education, gender, work experience etc. while selecting new employees, but also look at the subjective criteria such as the level of individual employees'efforts to understand the cultural differences between them and their co-workers. Such knowledge and understanding would allow them to work more effectively and efficiently, especially in large-scale construction projects with multi-national teams consisting of employees with widely varying personal cultural orientations.
Author: Piyush Sharma
Publisher: Springer
ISBN: 3319919415
Category : Business & Economics
Languages : en
Pages : 105
Get Book Here
Book Description
This book investigates intercultural service encounters (ICSEs) in light of the rapidly globalizing world economy, examining the extant literature on the topic and identifying areas which require further exploration. With a focus on intercultural communication and competence, the author analyses diverse conceptual frameworks, providing theoretical models and practical initiatives for those working within the services marketing industry. An excellent resource for anyone interested in how culture shapes customer and employee expectations and perceptions, this book addresses the potential implications and limitations of future models.
Author: Mohhidin Othman
Publisher: LAP Lambert Academic Publishing
ISBN: 9783838343570
Category :
Languages : en
Pages : 384
Get Book Here
Book Description
Organizational culture has been a long-standing area of research in more traditional business management research, however to-date few, if any, studies have attempted to consider how employees are servicing each other within an organization's own cultural environment. In an innovative attempt to link organizational culture (OC) to internal service quality (ISQ), this work develops a case study of three hotels in Malaysia based on in-depth interviews and a semi-quantitative technique, Profile Accumulation Technique (PAT). Ogbonna and Harris' (2002) framework is used to demonstrate how and where organizational culture can affect employees' ISQ performance. The concept of ISQ in hotel is based on Caruana and Pitt (1997, Paraskevas (2001) and White and Rundall (1999) but a free response PAT by Johns and Lee-Ross (1995) was used in examining the ISQ. The study found the weak linkages between OC and ISQ and the evidence suggests that different types of OC have different levels of impact on the employee ISQ. The initial understanding of the link between OC and ISQ may benefit managers in the industry through benchmarking some of the positive practices.
Author: Nedelko, Zlatko
Publisher: IGI Global
ISBN: 1522524819
Category : Business & Economics
Languages : en
Pages : 484
Get Book Here
Book Description
The shifting influence of growing organizational cultures and individual standards has caused significant changes to modern organizations. By creating a better understanding of these influences, the quality of organizations can be improved. Exploring the Influence of Personal Values and Cultures in the Workplace is a pivotal reference source for the latest research on how culture and personal values shape and influence employees’ actions, behaviors, and leadership styles. Featuring extensive coverage on relevant areas such as psychological health, career management, and job satisfaction, this publication is an ideal resource for practitioners, professionals, managers, and researchers seeking innovative perspectives on the impact of personal values and cultures in the workplace.
Author: Eileen Bridges
Publisher: Routledge
ISBN: 1351245228
Category : Business & Economics
Languages : en
Pages : 520
Get Book Here
Book Description
The Routledge Handbook of Service Research Insights and Ideas offers authoritative coverage of current scholarship in the expanding discipline of service research. Original chapters from the world’s leading specialists in the discipline explore foundations and innovations in services, highlighting important issues relating to service providers, customers, and service design. The volume goes beyond previous publications by drawing together material from different functional areas, including marketing, human resource management, and service process design and operations. These topics are important in helping readers become knowledgeable about how different functional areas interact to create a successful customer experience. This book is ideal as a first port of call for postgraduate students desiring to get up to speed quickly in the services discipline. It is also a must-read for academics new to services who want to access cutting-edge research.
Author: Wasihun Mohammed
Publisher: LAP Lambert Academic Publishing
ISBN: 9783659163661
Category :
Languages : en
Pages : 76
Get Book Here
Book Description
Currently, services account for over 50 percent of gross domestic product in many countries and over one quarter of world trade. In a dynamic, global business environment, service industries try to compete by providing high-quality customer service via empowering their workforce. Thus, both industry and academia have shown a growing interest in the concept of employee empowerment. Empowerment has become particularly important for services, aiming to control or enhance service quality and customer satisfaction at the point of service production. Furthermore, empowerment increases job satisfaction and reduces role stress. Correspondingly, this book provides simple, clear and logical elaboration to the topic from both theoretical and practical perspectives. The book explains the relationship between internal service climate and psychological empowerment. Besides to this, it indicates the effect of Internal service climate and psychological empowerment on employees job satisfaction. Therefor, entirely this book might be important for both academicians and practitioners.
Author: D. Yagil
Publisher: Springer
ISBN: 0230582672
Category : Business & Economics
Languages : en
Pages : 246
Get Book Here
Book Description
The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. Integrating theory and research, this book explores the factors that determine the performance of service providers, and points to important managerial implications.
Author: Anthony L. Hemmelgarn
Publisher: Oxford University Press
ISBN: 0190455292
Category : Business & Economics
Languages : en
Pages : 249
Get Book Here
Book Description
It is widely acknowledged that many healthcare, behavioral health, and social service organizations provide less-than-optimal services and that the challenge of improving services depends on successfully changing organizational culture and climate. However, there are almost no organizational-level strategies that have been tested with randomized controlled trials. Building Cultures and Climates for Effective Human Services addresses the need for evidence-based organizational strategies for improving human service quality and outcomes by uniquely describing the authors' own case examples, nationwide studies, and randomized controlled trials to explain how organizational culture and climate can be assessed and changed. The two authors use their decades of research and practice experience in assessing and changing human service organizations to explain how organizations can improve the services they provide using the authors' ARC model, which effectively removes service barriers and supports the implementation of evidence-based practices and other innovations. The book also blends case examples with research from nationwide studies, regional experiments, and randomized controlled trials to explain the ARC model of organizational effectiveness and how it works to improve services. It provides a balance between theory, empirical research, and actual case examples to help researchers, organizational consultants, administrators, and service providers gain a practical understanding of how culture and climate affect services and how they can be improved. Furthermore, the text describes the three ARC strategies, each composed of multiple elements, to: (1) embed key organizational principles, (2) implement core organizational component tools, and (3) apply mental models to alter shared reasoning and beliefs that affect success. No other organizational-level strategies for improving services have been so well documented and tested.
Author: Benjamin Schneider
Publisher: SAGE
ISBN: 9780761921479
Category : Business & Economics
Languages : en
Pages : 204
Get Book Here
Book Description
The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates
Author: Giriraj Kiradoo
Publisher:
ISBN:
Category :
Languages : en
Pages : 0
Get Book Here
Book Description
Purpose: Most of the organizations operating in global market place give main focus on the intrinsic and extrinsic motivations for enhancing employee performance and their commitment towards organization. However, the impact of organizational culture on employee commitment and performance has been discussed in literature, but this discussion lack the impact of personal values and their interaction with organizational culture. Thus, this study reviews the existing literature and will focus on identifying the influence of personal values and their interaction with organizational culture in influencing performance and commitment of employees. Methodology: Study has adopted the qualitative study tool with rigorous analysis of the literature as well as the focus group interviews. Most of the studies in the field have focused on empirical analysis; this research has specifically adopted the qualitative analysis for understanding the behavior, perception and thoughts of employees towards organizational culture. Focus group interviews have helped in accessing the perception and thought of employees towards organizational culture. Findings: The findings of this research indicate the organizational culture that encompasses personal or individuals values of employees is likely to be successful in enhancing employee performance and commitment towards organization. Analysis of evidences informed that employee satisfaction is mainly associated with fulfillment of their individual values, goals and motivations and their satisfaction levels derive their performance and commitment. Conclusion: This study concludes that a strong link is present between organizational culture, and employee performance. People who are satisfied towards the values, norms, standards and customs of their organization are likely to display better performance in comparison to those who are unsatisfied.
