Employee development: An examination of service strategy in a high-contact service environment

• 成果类型: Article
• 署名作者: Goldstein, SM
• 署名单位: Washington University (WUSTL)
• 刊物名称: PRODUCTION AND OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1059-1478
• 发表日期: 2003
• 页码: 186-203
• 关键词: service strategy; employee development; customer satisfaction; Empirical Research; structural equation modeling

摘要

A critical component of service strategy in high-contact environments is service encounter management. Effective service encounters are a result of the quality of employee development, including systems for work and job design, training and development, and attention to employee well being. Results of empirical analysis indicate that service strategies reflecting the dimensions of employee development drive employee outcomes such as productivity and satisfaction. Employee outcomes are significantly associated with customer satisfaction, but only some linkages to financial performance are significant. This study illustrates the importance of employee development in service strategy design for managing service encounters in high contact service environments.