Can good citizens lead the way in providing quality service? A field quasi experiment

• 成果类型: Article
• 署名作者: Hui, C; Lam, SSK; Schaubroeck, J
• 署名单位: Chinese University of Hong Kong; University of Hong Kong; Drexel University
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/3069442
• 发表日期: 2001
• 页码: 988-995
• 关键词: management; BEHAVIOR

摘要

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. In a branch where service quality leaders were randomly selected for training, customer satisfaction and conformance improved more than they did in a branch where no service quality leaders were trained.