Дисертації з теми "Climate service"
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1
Sarrion, Miguel. "Engagement climate in service settings." Thesis, University of Strathclyde, 2016. http://digitool.lib.strath.ac.uk:80/R/?func=dbin-jump-full&object_id=27927.
Повний текст джерелаАнотація:
This study explores the issue of drivers of service employee behaviour and performance, as antecedents of customer experiences that constitute key strategic outputs for service organizations. A proposed new construct, Engagement Climate, was developed and put forth as the "behavioural foundation" that the Service Climate model needs in the prediction of service employee behaviour and performance. The construct stems from the interpretation of engagement as an affect-based motivational process, and from the conceptualization of its antecedents as a specific type of psychological climate. Engagement Climate comprises a set of affectively charged psychological perceptions of the work environment, or engagement climate dimensions, which are conducive to the experience of engagement, a motivational state that triggers the investment of personal resources into the job role. Engagement Climate, as a latent social psychological construct, should virtually transcend the context of any one organisation or sector. However, given the nature of service work, Engagement Climate may most readily be observed (and fostered) in the context of services, in particular among front-line employees. The empirical study, consisting of a cross-sectional statistical survey, aimed to develop and pilot-test a questionnaire measure of Engagement Climate and to investigate its factor structure within a service organization. Data were collected from a total of 544 travel agents from a leading travel group in Spain. The factorial validity of the model comprising ten dimensions, namely Autonomy, Supervisor support, Clarity, Cohesion, Fairness, Trust, Challenge, Recognition, Self-expression, and Overload, was demonstrated using confirmatory factor analyses (CFA). The scale and subscales comprising the measurement model all showed good internal consistency and reliability values. Also, the hypothesized direct effects of engagement climate on personal engagement, as well as the relatively weaker effect of engagement climate on job satisfaction, were both confirmed using structural equation modelling (SEM).
2
Jia, Qiang Ronnie. "IT service climate : an extension to IT service quality research /." Available to subscribers only, 2008. http://proquest.umi.com/pqdweb?did=1594480041&sid=2&Fmt=2&clientId=1509&RQT=309&VName=PQD.
Повний текст джерела
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Kotze, Theuns Gerhard. "Establishing the antecedents and outcomes of service climate." Thesis, University of Pretoria, 2021. http://hdl.handle.net/2263/80598.
Повний текст джерелаАнотація:
The aim of this article-based thesis was to develop and test four structural models of the antecedents and outcomes of service climate on data collected from frontline employees, store managers, and customers nested in 70 stores of a South African retailer of home improvement products. The first article explored the extent to which frontline employees’ perceptions of six service-oriented high-performance work practices (SO-HPWPs) predict their work engagement and psychological service climate perceptions at an individual level of analysis. The results showed that service-oriented training predicted both psychological service climate and work engagement, while staffing and involvement also predicted service climate. The second article compared two rival store-level structural models of the interrelationships between service-oriented high performance work systems (SO-HPWS), collective work engagement, and service climate as predictors of frontline employees’ collective in-role and extra-role service performance. The findings supported the climate-centric model in which service climate functions as a direct antecedent of collective in-role and extra-role service performance. The third article tested an expanded store-level structural model in which SO-HPWS and collective work engagement predict service climate, which, in turn, predicts customer satisfaction and, ultimately, also store loyalty. This model fitted the data well, confirming that service climate is a key mediator that links internal organizational variables (i.e., SO-HPWSs and collective work engagement) to important customer responses (i.e., overall customer satisfaction and store loyalty). Surprisingly, the relationships between frontline employees’ collective in-role and extra-role service performance and customer satisfaction were not statistically significant. This may be due to a range restriction in the customer satisfaction ratings.Thesis (PhD (Marketing Management))--University of Pretoria, 2021.
Marketing Management
PhD (Marketing Management)
Unrestricted
4
De, la Rada Salas Jessica Mary. "Propuesta de un Programa de Clima Organizacional que contribuya a la calidad del servicio de la Empresa Hermes Transportes Blindados de Lima Metropolitana." Bachelor's thesis, Universidad Ricardo Palma, 2017. http://cybertesis.urp.edu.pe/handle/urp/1460.
Повний текст джерелаАнотація:
El objetivo principal proponer un programa de Clima Organizacional que contribuya con el nivel de Calidad de Servicio en la Empresa Hermes Transportes Blindados de Lima Metropolitana.El tipo de estudio fue hipotético deductivo, ya que se planteó la hipótesis en función a la información obtenida, el diseño es de tipo experimental, del tipo pre - experimento.
The main objective is to propose an Organizational Climate program that contributes to the level of Quality of Service in the Company Hermes Arportes Blindados of Metropolitan Lima. The type of study was hypothetical deductive, since the hypothesis was proposed based on the information obtained, the design is experimental, of the pre - experimental type.
5
Lei, Ka Lin. "Frontline employees' perception of service quality climate : the case of an airport ground handling service company." Thesis, University of Macau, 2003. http://umaclib3.umac.mo/record=b1636742.
Повний текст джерела
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Dusek, Gary A. "COMPARATIVE ANALYSIS OF SERVICE ORIENTATION AND SERVICE CLIMATE IN THE UNITED STATES AND RUSSIAN HOTEL INDUSTRIES." NSUWorks, 2014. http://nsuworks.nova.edu/hsbe_etd/28.
Повний текст джерелаАнотація:
The purpose of this study is to evaluate individual hotel employee perceptions of their service orientation and the support they receive from co-workers and their employer to discover the impact of these perceptions on the employee's feelings of their job satisfaction, commitment to their organization, their intention to leave their organization and intention to leave their industry. A comparative analysis of results from the United States and Russia reveals differences in these relations in the two countries. Analysis using Partial Least Squares Path Modeling for developing a measurement model and model estimation using a combined data set, US data set and a Russian data set. This research study included 141 American hotel employees and 107 Russian hotel employees. Service orientation, co-worker support and employee support were positively related to increased job satisfaction in the United States and Russia. In both countries, service orientation was negatively related to an employee's intention to leave the hospitality industry and co-worker support was positively related to organizational commitment. Country differences occurred where items were only significant in one country. In Russia, organizational support and co-worker support were negatively related to intention to leave their employer. In the United States, organizational support had a positive relation to organizational commitment. Surprisingly, co-worker support had a positive relation to intention to leave the industry in the United States. This may indicate that excessive co-worker support might undermine the need to achieve of highly service oriented hotel employees, resulting in a flight from the service industry to a more challenging industry.
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Wongworawit, Rangsiparn. "The effects of service climate on frontline employees' work engagement processes." Thesis, University of Reading, 2011. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.553012.
Повний текст джерелаАнотація:
This study investigates the effects of service climate on (1) psychological antecedents of frontline employees' (FLEs) work engagement-i.e., psychological meaningfulness and psychological safety, (2) work engagement itself, (3) a performance outcome of work engagement-i.e., FLEs' service performance quality, and (4) the relationships between FLEs' psychological meaningfulness, psychological safety, work engagement, and service performance quality. It also examines the mediating roles of work engagement in the relationships between its psychological antecedents and its performance outcome. An emphasis is placed on respecting the levels of analysis of the constructs. Service climate represents a group's work environment. It is, therefore, a collective-level variable. Psychological meaningfulness, psychological safety, work engagement and FLEs' service performance quality are mental and behavioural phenomena. They are individual-level variables. In this study, service climate is operationalised as a configuration or combination of a work unit's service-related policies, practices, and procedures. Questionnaires were distributed in three call centres of a major telecommunications services provider in the UK. Analyses were conducted on responses from 193 customer service representative-supervisor dyads. Multivariate Analysis of Variance (MANOVA) aids in multi-group comparisons. Partial Least Squares (PLS) latent variable modelling aids in establishing the relationships among the individual-level constructs. The findings suggest that FLEs' work engagement processes are independent of service climate and that work engagement, together with its psychological antecedents, and service climate are two independent determinants of FLEs' service performance quality. This study does not find support for the effects of service climate on FLEs' psychological meaningfulness, psychological safety, and work engagement. The empirical evidence also gives no indication that service climate moderates the relationships among the individual-level constructs. However, the results reveal that a more favourable service climate engenders higher levels of FLEs' service performance quality. Work engagement is negatively related to and suppresses the positive effects of psychological meaningfulness and safety on FLEs' service performance quality.
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Laatsch, Jamie E. "USDA Forest Service Perspectives on Forest Management in a Changing Climate." DigitalCommons@USU, 2014. https://digitalcommons.usu.edu/etd/2299.
Повний текст джерелаАнотація:
The Forest Service faces significant climate change-related management challenges. Understanding employee perspectives on climate change will inform potential strategies to address these challenges. By analyzing data from key informant interviews and an internet survey of Forest Service employees in the Intermountain West, this study examined how Forest Service employees view and approach climate change, assessed how they perceive barriers to and opportunities for climate change adaptation within the National Forest System, and compared their perspectives across the organizational hierarchy, from district level to national policy making. The results show that although forest managers consider climate change a concern for the agency in general, they do not necessarily see how it affects the work they do personally. Although they tend to agree that climate change should be a high priority for the agency, their own ability to incorporate adaptive practices into managing a National Forest is limited by various constraints, including a lack of time, funding, and personnel, a lack of direction for on-the-ground management, and a communication gap, which has inhibited climate change-related knowledge transfer within the agency. Thus, more effective communication is needed to help forest managers see how climate change affects various aspects of forest ecosystem health in their own National Forests or districts, how climate change poses challenges to forest resilience, and what can be done to incorporate climate change considerations into their own work. The agency needs to focus on building trust, especially across its hierarchical structure, and on encouraging both vertical and horizontal information flow among employees to facilitate scientific knowledge sharing and to enhance formal and informal social networking for increased collaboration. The agency also needs to create more opportunities for district-level employees to provide feedback and get involved in climate change-related policy making, as they are a crucial source of local knowledge and experience and can be invaluable in problem-solving within the National Forest System. The insights from this study not only contribute to the Forest Service’s continuous efforts to adapt to climate change but also shed light on strategies that can be tailored by other natural resource agencies to address various management challenges within the context of global environmental change.
9
Ab, Wahab Norailis. "Dimensions of service quality and service climate : a study of bank customers and employees in four local Malaysian banks." Thesis, University of Stirling, 2009. http://hdl.handle.net/1893/1297.
Повний текст джерелаАнотація:
In spite of the rapid growth and internalization of banking services in particular, managers first need to correctly identify the antecedents of what the local consumer perceives as service quality and its link to service climate, thus the strengths of this relationship would be beneficial as a global competitive tool. Although significant studies had been done regarding issues and factors contributing to service quality and service climate in the banking industry, very little has been published regarding the connection between perceptions of these dimensions. The purpose of this study is to describe an accomplished research to determine whether Malaysian local bank customers’ perceptions of service quality and its dimensions relate to employees’ perceptions of service climate and its dimensions; and to ascertain whether various background elements’ reported differences influence the relationships between the dimensions of service quality and service climate. This study encapsulated two phases of survey with open-ended and close-ended questionnaires consecutively. The researcher employed the Profile Accumulation Technique in the first phase and from the respondents’ results, close-ended questionnaires were constructed with responses from four local banks in Malaysia, corroborated together with previous scholars’ findings. Several analyses were carried out such as demographic, reliability, validity, performance, non-parametric and parametric tests and elaboration analysis. The main findings produced nine dimensions of service quality (Automated Teller Machine; corporate image; customer interaction and customer service; online and phone banking; physical feature and facilities; products and services; rates and charges; management and staff) and eleven dimensions of service climate (benefit, bonus, reward and salary; corporate image; customer service; facilities; organization; department and branch; management; organization output; products and services; workforce; myself). There were significant relationships between service quality and service climate dimensions. Respondents’ characteristics influenced the strength of the relationships between dimensions, service quality and service climate. Consequently, the results offered significant implications for participating banks to improve quality in their environment concerning their employees and customers; using customer-oriented processes and training programs within an increasingly diverse marketplace. Economic development, the political situation, socio-cultural system and the level of sector maturity do need to be considered by managers and policy makers so as to investigate their influence on service quality and service climate.
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Einstein, Jacqueline E. "ETHICAL LEADERSHIP AND SERVICE CLIMATE: THE RELATIONSHIP WITH JOB SATISFACTION AND ORGANIZATIONAL IDENTIFICATION." NSUWorks, 2013. http://nsuworks.nova.edu/hsbe_etd/30.
Повний текст джерелаАнотація:
The research was designed to study the relationship between ethical leadership, follower attitudes, and the influence of service climate on the relationship. The framework draws on social exchange theory (Blau, 1964) and social learning theory (Bandura, 1977, 1986) to form the basis of the study. The sample consisted of associates in a community bank located in the Northeastern U.S. (n=264). The Ethical Leadership Scale (ELS) developed by Brown, Trevino and Harrision (2005) was used to measure a follower's perception of the leader's behavior. The attitudes were measured using separate instruments: job satisfaction includes extrinsic and intrinsic factors (Tate, Whatley, & Clugston, 1997), and organizational identification assesses cognitive and affective elements (Smidts, Pruyn, & van Riel, 2001). Service climate was evaluated using the Global Service Climate Scale developed by Schneider, White and Paul (1998) to measure overall climate for service. Data analysis was conducted using the partial least squares (PLS) methodology for factor analysis and path modeling. Results indicate a significant relationship between ethical leadership, both attitudinal constructs, and service climate. While an interactive effect of service climate on these relationships was not significant, a partially mediated effect of service climate was revealed. Implications for theory and practice, and directions for future research are discussed.
11
Bodouva, Jamie J. "The Influence of Employee Perceptions of the Work Climate on Perceived Service Quality and Their Relationships with Employee Goal Orientations, Employee Self-Efficacy, and Employee Job Satisfaction." NSUWorks, 2009. http://nsuworks.nova.edu/hsbe_etd/14.
Повний текст джерелаАнотація:
The purpose of this study is to enhance service quality research by examining whether hotel employees attitudes, motivations and behaviors had an effect on perceived service quality. In the recent years, interests in service marketing and practice have become of great importance. The role of the individual service employee has become paramount to the service delivery process (Singh, 2000). The attitudes and behaviors of contact employee's have been empirically tested to influence a customer's perception of service quality (Bowen and Schneider, 1985). Formulating efficient and valued services requires an understanding of employee attitudes, abilities, behaviors, and motivational factors that affect performance outcomes (Bowen and Schneider, 1985; Bitner, 1990; Hartline and Ferrell, 1996).
A conceptual framework was developed and data were gathered from one 4- Diamond hotel in South Florida. A questionnaire was distributed on site by the manager to 225 service employees. 184 responses were ultimately used for analyzing, which resulted in an 81% response rate. The proposed model was specified as an individual level analysis. The data first provided descriptives to of the sample, followed by a series of confirmatory factor analyses to check the construct validity of the measurement model for validity and reliability.
Overall, the results of the proposed path model were supported. The relationship between performance goal orientation and employee job satisfaction and self-efficacy and performance orientation were the only hypotheses not support. With the goal of finding the most parsimonious model, a revised model was developed eliminating the unsupported hypothesized paths. It was concluded that the data did not fit any better, indicating that the proposed model had the best fit. This study identified that learning and performance goal orientations effects on perceived service quality were mediated by selfefficacy and they had both direct and indirect influences on each other, with the indirect path being stronger. In order to ensure validity of the revised model, an alternative revised model was developed that tested only the direct paths, eliminating the indirect path of self-efficacy. The data fit was not as good as the proposed and revised models. Therefore, it was concluded, that the proposed model maintained the best fit. These study findings were supported by prior research studies. Recommendations for future research, as well as, theoretical and practical implications were discussed.
12
Razak, Nor Imtihan Haji Abdul. "Creating readiness for public service improvement : a study in Brunei Darussalem." Thesis, Loughborough University, 2013. https://dspace.lboro.ac.uk/2134/12358.
Повний текст джерелаАнотація:
The study examines and identifies the perceived favourable conditions needed for employees readiness to support improvements. In the context of Brunei, readiness research in public service organisations is underrepresented if not, non-existent. There is a need for a more comprehensive study that integrates the combined perspective of the interrelated conceptual elements of readiness, its climate and the organisation. Four key findings were identified based on 119 interviews and 665 surveys. Firstly, it was found that as employees self-organise to cope with chaos, an unintended conducive climate that is specific to the Brunei context evolves out of employees readiness to adapt and survive. Secondly, the essential climatic factors that trigger the minimum level of employee readiness are identified. Thirdly, the influential climatic factors that further amplify a higher level of employee readiness are identified. Finally, based on the shared multilevel perspective of employees, the statistical analysis result confirm the hypothesis that there is a positive relationship between the identified climatic factors and employees readiness in terms of the way employees believe in, feel about and act towards improvement. Supported by qualitative findings, the essential climatic factors were identified as being communication, participation, clear task roles and responsibility, and top management s trust in subordinates. Similarly, the influential climatic factors were identified as being efficacy, organisational trust, organisational trusts in top management and top management support and participation. It is concluded that employees readiness can be incrementally developed towards improvement success; however, the contextual conditions need to be recognised and well-tailored. The development of a novel conceptual framework and model demonstrates how employees multidimensional readiness can be triggered and influenced to support improvements in a complex and adaptive organisation.
13
Sadauskis, Rolands. "Building resilience to climate-driven regime shifts." Thesis, Stockholms universitet, Stockholm Resilience Centre, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:su:diva-64551.
Повний текст джерелаАнотація:
There is increasing concern about potential climate-driven regime shifts– large abrupt shifts in social-ecological systems that could have large impacts onecosystems services and human well-being. This paper aims to synthesize the potentialpathways for building resilience to such regime shifts. Ten examples from the RegimeShift Database provided the cases for analysis. Causal loop diagrams were used toanalyze feedback mechanisms at different scales and identify “leverage points” –places to intervene in the system in order to build resilience. Sixteen of these leveragepoints were identified, most of which relate to agricultural management. Mostfeedback mechanisms include at least one leverage point highlighting the potential forbuilding resilience to climate-induced regime shifts. The most common leverage pointsidentified in our analyses were vegetation cover, algae volume and atmospherictemperature. These leverage points were compared to mitigation strategies discussedby the IPCC. This comparison indicates that current climate change mitigationstrategies do not alter most of the leverage points directly. This suggests that IPCCstrategies should be broadened in order to reduce the risk of regime shifts, and theassociated impacts on human well-being.
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Ross, Kedisaletse Doreen. "Organisational climate, organisational practices and service delivery in a local government / Kedisaletse Doreen Ross." Thesis, North-West University, 2009. http://hdl.handle.net/10394/4299.
Повний текст джерелаАнотація:
The success of any organisation depends on its ability to adapt to an ever-changing environment. In
order to be able to adapt, an organisation needs visionary leadership, a management team that is
passionate, professional and entrepreneurial, and employees that are engaged. With the right
strategies, organisational practices and management the hidden value of an organisation can be
unlocked. The traditional hierarchies in the organisation can be broken down in order to empower
management teams to be more entrepreneurial. The right organisational climate should also be created
to unleash potential.
As part of the business planning process and the drive to reconnect with citizens, to respond to the
need to do things differently, to build new relations and to improve service, the municipality should
continuously evaluate the human resource management practices in place, to determine whether they
are sufficient and effective to enable it to achieve its objectives. Knowledge of organisational climate
variables also enables management towards the accomplishment of organisational goals.
Local government is key to the realisation of a promise of a better life for all. It is therefore critical for
its employees to always perform at their optimal, and adhere to all the principles of the Batho Pele
when delivering service to the public. All the principles of this policy are intertwined and collectively
guide all three spheres of government efforts in transforming and accelerating service delivery.
Managers at all levels must support staff in service responsibility so that staff members feel valued,
motivated, informed and challenged to put forth their best efforts on behalf of the people they serve.
The objectives of this study were to determine the reliability and validity of the OCQ, the HRPQ, and
the SSPPQ instruments, as well as to assess the relationship between human resource practices and
organisational climate in the municipality.
In Article 1 and Article 3 employees from the municipality were targeted, and in Article 2 citizens
from the municipality were targeted separately. The study popUlation from the municipality included
employees from managerial and non-managerial categories, and the study population from the citizens
included the public which the municipality serve. A cross-sectional survey design was used to obtain
the research objectives. Three standardised questionnaires were used in the empirical study, namely the Organisational Climate Questionnaire, the Standardof Service as Perceived by the Public
Questionnaire and the Human Resource . Practices Questionnaire. Descriptive statistics, factor
analyses, Cronbach alpha coefficients, correlations, MANOV AS and regression analyses were used to analyse the data.
In Article 1 the results indicated a four-factor structure for the OCQ. Statistically and practically
significant differences were found between organisational climate dimensions and some of the biographical characteristics, namely age, service years and job leveL Employees with more years of service experience higher levels of organisational climate, than emlpoyees with fewer years of
service. A significant difference in communication was found between job levelland job level 3. Employees in higher positions do not communicate well with employees at lower levels. In terms of Article 2 the study extracted a two-factor structure, namely Consultation and Efficiency.
The scales showed acceptable internal consistencies. Most of the Batho Pele principles received negative responses from the public. The results showed that customers who feel they are not
sufficiently consulted on services also feel that the services they received were not effective. Knowledge of the service environment was perceived as poor, and consultation on services was perceived as a challenge. The public also perceived responsiveness as poor.In Article 3 the scales showed acceptable internal consistencies and also confIrnled a relationship between human resource management practices and organisational climate Responsiveness!
cooperation and human resource development contributed most to people care. Supervision, human
resource development, responsiveness/cooperation, employee support andrecognition contributed to structure. Openness, feedback and responsiveness/cooperation contributed most to efficiency.
Recognition, responsiveness/cooperation, superviSIOn and openness contributed most to
communication.
Based on the results, recommendations were made for urgent actions to be implemented by the
municipality, as well as for future researchThesis (Ph.D. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2010.
15
Black, Helen Patricia. "Working Together: Managing Social Capital to Facilitate an Organisational Climate for Innovativeness in an Acute Health Service Context." Thesis, Griffith University, 2015. http://hdl.handle.net/10072/368148.
Повний текст джерелаАнотація:
This research addresses the need to consider the organisational context and climate in the innovation process in an acute health service context. A critical review of the literature indicates an overlap exists between social capital and an organisational climate for innovativeness; however, the literature is underdeveloped in addressing the relationships between social capital and organisational climate explicitly. Exploring how social capital evolves offers a new perspective to management of change and innovativeness in a dynamic and socially complex environment such as operating theatre suites.
The social capital and organisational climate for innovativeness literature is scarce in the context of health services. Health services in Australia and elsewhere are under constant pressure to increase throughput of patients and improve efficiencies, particularly in the area of surgical intervention. Many change initiatives are designed with standardised implementation without regard for the influences of the organisational context in the process (Greenhalgh et al., 2005, Greenhalgh et al., 2004). Therefore, acute health services, and in particular operating theatre environments, are rich sites to explore the influence of organisational climate on innovativeness.
This research uses a sequential mixed methods approach to explore the relationship between social capital and organisational climate for innovativeness in three differently sized operating theatre suites in New South Wales (NSW), Australia. The differences in operating theatre suite size provided an opportunity to explore the impact of size in relation to eight organisational climate dimensions, in accordance with the survey initially employed by Garcia-Goni, Maroto, and Rubalcaba (2007).Thesis (PhD Doctorate)
Doctor of Philosophy (PhD)
Griffith Business School
Griffith Business School
Full Text
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Sinnya, Utsav. "The role of customers on the co-creation of Service Climate in a restaurant setting: A Qualitative Study." Thesis, Umeå universitet, Företagsekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-88826.
Повний текст джерелаАнотація:
The benefits of customer co-creation of value in the service delivery process have been well established through recent literatures. However, despite the fact that there has been an increase in the awareness of the importance of customer behaviors in the service delivery process, little research has been done to investigate the role of customers and their influence in co-creating the service climate within organizations. This study captures the impact and effects of customer behaviors on the perceptions of employees towards the service climate of their respective restaurant firms.The overall objective of this thesis is to deepen the understanding of the role of customers in co-creating the service climates inside restaurant firms where co-creation of services occurs. For conducting this study, I have used the semi-structured interviews for data collection from six respondents (three customers and three employees) from three different restaurants within the city. Results indicate that customers’ participative and citizenship behaviors such as giving feedbacks, employees’ job appreciation and praise during direct interactions, advocacy through word of mouth, and sharing of knowledge and seeking of information that could benefit the firm influenced employees’ perception of their work climate. The results also showed that employees transfer these positive attitudes to their fellow employees through affective group tone through which the overall working climate within restaurants is improved.I believe that this study will be helpful to future scholars and researchers who wish to conduct further research on this particular topic as the findings from this study have increased the understanding of the role of customers in the co-creation service climates within restaurant organizations. The paper also discusses the theoretical and practical implications of the findings from this research at the end of the paper.
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Nsenduluka, Evaristo. "Organizational and group antecedents of workgroup innovativeness in a service industry." Thesis, Full-text, 2008. https://vuir.vu.edu.au/1962/.
Повний текст джерелаАнотація:
This study tests a model of Workgroup Service Innovativeness that proposes that a workgroup’s climate for innovation mediates the relationship between organizational context (using the constructs: Organizational Climate and Task Design) and workgroup context (Group Self-efficacy, Group Citizenship Behaviour, and Market Orientation) on the one hand, and, Workgroup Service Innovativeness on the other.
Drawing upon workgroup innovation literature, six hypotheses were derived. Using the hotel industry as an example of a service industry, quantitative data were collected from 303 participants from four hotels in Melbourne, Australia, through a 64-item questionnaire based on established 7-point Likert scales. This was followed by five in-depth interviews with team leaders from the participating hotels to gauge differences on the variables under study between workgroups perceived to be innovative and those perceived to be non-innovative.
Exploratory and confirmatory factor analyses and structural equation models were employed to test the slightly modified measures’ psychometric properties and test the hypotheses. Except for Organizational Climate, results confirmed the proposed model. But, based on a better data-fitting model, it emerged that the direct impact of Organizational Climate on Workgroup Service Innovativeness is stronger than the hypothesized indirect impact through Workgroup Climate for Innovation. Also, except for Task Design, it appears that the other variables have both direct and indirect effects on Workgroup Service Innovativeness. The qualitative data was generally supportive of the quantitative findings.
Several implications for organizational management are explored, including the need for management to convey to all workgroups in the organization that innovation is valued and support is available for workable customer service improvement ideas. They should motivate workgroups to be innovative by focusing on creativity and innovation as important performance outcomes, rather than only on productivity. Overall, management will promote a climate for innovation, by:
•Providing an innovation-supportive organizational climate
•Jobs high on skill variety, task identity, significance, self-management and feedback
•Cultivating group self-efficacy, market orientation and group citizenship behaviours
This eventually should not only promote a climate for innovation, but also promote Workgroup Service Innovativeness itself.
Among the several limitations of the present research, a major limitation is that it suffers from the common deficiency of cross-sectional designs: the inability to draw causal inferences. Longitudinal studies of the workgroup antecedents of service innovativeness are called for. Finally, the sample in this study was limited to one kind of service industry, the 4-5 star hotel industry, thus limiting generalizability. Clearly it is important to check if the model can hold in other service industry contexts.
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Elanain, Hossam Eldin Mahmoud Abou. "Staff perceptions of service quality in Egyptian commercial banks : an internal and external perspective." Thesis, Loughborough University, 2003. https://dspace.lboro.ac.uk/2134/7577.
Повний текст джерелаАнотація:
The main objective of this research is to examine the relationship between the internal and external service quality dimensions in Egyptian commercial banks. To achieve this objective, the thesis introduced the internal–external service quality model which proposes that the internal service quality has a positive impact on the external service quality. The research model was developed and tested empirically through three main stages. The first stage was based on the extensive review of the literature in order to identity the concepts and measures of the internal and external service quality. In this stage, the research objectives were identified. The second stage was concerned with the building of the internal–external service quality model which proposed that the internal service quality dimensions have a significant positive impact on external service quality. To identify causal indicators for this relationship, some control variables were used and a set of empirically testable hypotheses were developed. [Continues.]
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Pun, Nga Ian. "The perception of service quality climate by frontline employees : the case of a retail bank in Macau." Thesis, University of Macau, 2006. http://umaclib3.umac.mo/record=b1636666.
Повний текст джерела
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Hsu, Chung-Ling, and 許崇玲. "An Investigation of the Relationships amongPaternalistic Leadership, Service Climate,Ethical Climate, and Service Performance." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/00080573152939475492.
Повний текст джерелаАнотація:
碩士大葉大學
管理學院碩士在職專班
102
The current study investigated the effect of paternalistic leadership on service performance, using service climate and ethical climate as mediators. Data for the study were collected from 38 departments of 34 companies with 433 valid responses to a researcher developed survey instrument. The results showed that there is a statistically significant positive relationship between paternalistic leadership and service performance. Service climate and ethical climate, separately, have mediated relationships between paternalistic leadership and service performance. Management implications, recommendations for future research, and research limitations are proposed.
21
Chen, Wan-ling, and 陳琬鈴. "An Investigation of the Relationships among Authentic Leadership, Service Climate, Ethical Climate and Service Performance." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/54871992341995989918.
Повний текст джерелаАнотація:
碩士大葉大學
管理學院碩士在職專班
102
This paper seeks to advance research on the service performance by investigating the relationships among authentic leadership, service climate, and ethical climate. Although this study adopts a single level model to simultaneously examine main effects, but we tested the model by using hierarchical linear modeling (HLM) with data obtained from a sample of 433 employees working in 38 teams of 34 companies. At the result of the study, service climate and ethical climate were both found fully mediators between authentic leadership and service performance. Moreover, implications for research and practice are discussed. At last, the study presents its point of views regarding the implications of theories and management, research restraint as well as suggestions to other studies in the future.
22
CHEN, HAN-YU, and 陳翰諭. "Relationship between Service Climate, Employee Engagement, Service Commitment and Service Performance." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/kwn6s8.
Повний текст джерелаАнотація:
碩士國立高雄第一科技大學
行銷與流通管理系碩士班
105
This study aggregates past theories related to service climate to explore how retail services, food services and insurance services to maintain organizational long-term competitive advantage, facing the changes of the working to environment and the processes in the industrial value chains within industry 4.0 to enhance the behavior of employee service performance to complement the service science in the business model under the change of research gap. This study takes employee engagement and service commitment as mediating variables to analyze the degree of inputs of the work, the degree of organizational recognition, the degree of persistent service quality to service industry employees and the effect of the reactions on the service climate to service performance. With the stratified sampling survey, a total of 615 valid questionnaires were collected from the top of 500 enterprises in the service industry of Taiwan. The findings show that service climate has a significant positive impact on employee engagement; employee engagement has a significant positive impact on service performance; service climate has a significant positive impact on service commitment; service commitment has a significant positive impact on service performance; service climate has a significant positive impact on service performance; employee engagement mediates the relationship between service climate and service performance; service commitment mediates the relationship between service climate and service performance. Finally, this study proposes the theoretical and managerial implications, and gives the ideas for follow-up researches.
23
Tai, Shu-hsien, and 戴淑賢. "The Relationships Between Service Climate and Service-Oriented Organizational Citizenship Behaviors." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/06526391433589351625.
Повний текст джерела
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Yang, Fei-Fan, and 楊非凡. "Exploring the Relationships among Service Climate, Ethical Climate, Ethical Ideologies, Service Sabotage, and Service-Oriented Organizational Citizenship Behaviors in Food and Beverage Industry." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/29030615633834479160.
Повний текст джерелаАнотація:
碩士銘傳大學
觀光事業學系碩士在職專班
99
The service trade continuously develops with the rise of economy in Taiwan, and the food and beverage industry has stepped up in recent years. The rapid growth also causes sharp competition between industries. The food and beverage industry should value effective organizational management and service performance as the critical issues to less service sabotage during service delivery and better human resource management performance. Following the model of service sabotage proposed by Harris and Ogbonna (2002; 2006), this current study started to probe into the work behaviors of frontline service employees in the food and beverage industry. In addition, we derived from the concept of service sabotage to explore the relationships among service climate, ethical climate, ethical ideologies, and service-oriented organizational citizenship behaviors. Data was collected from 360 hotel employees of 24 registered tourist hotels in Taiwan and was analyzed using hierarchical regression analysis. The results revealed that service climate, ethical climate and ethical ideologies had significant effects on both service sabotage and service-oriented OCBs. In addition, service sabotage had significantly negative effect on service-oriented organizational citizenship behaviors. Based on the findings, some managerial implications and suggestions for further research were proposed.
25
Tsai, Tsou-Yu, and 蔡卓宇. "the relationships between the transformational leadership, service climate, service behavior, service quality and sales performance." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/37262712587368484117.
Повний текст джерелаАнотація:
碩士國立中央大學
人力資源管理研究所
97
Recently, the competition in the retail industry is more and more intense than before. Both service behavior and quality of the store are the crucial factors influencing customers’ satisfaction and perception. When positive perceptions of customers are derived from the service, the company will obtain more benefits from them. The performance of employees will be affected by Transformational leadership (Mason, Mayer, & Ezell, 1984). Organization and organizational members’ perception of customer of service are also affected by service climate (Borucki and Burke, 1999). For this reason, this study will examine the relationships between the transformational leadership, service climate, service behavior, service quality and sales performance. The object of this study is one of the conventional stores in Taiwan. There are 242 valid samples in the survey of employee level, and 116 valid samples in the survey of the store level. The result are as following. 1.Transformational leadership and service climate will enhance the employees’ service behavior. 2.Service climate will be a mediating factor between transformational leadership and service behavior. 3.Service quality will predict more sales performance. 4.transformational leadership can not predict service quality and sales performance significantly. 5. service behavior can not predict service quality and sales performance significantly.
26
Wang, Ta-Wei, and 王大偉. "The impact of service climate on customer satisfaction in customer service center." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/47455443290919869422.
Повний текст джерелаАнотація:
碩士開南大學
商學院碩士在職專班
99
To maintain competitive advantages over others, companies are beginning to evaluate customers’ responses to service quality and evaluation as key considerations. Therefore, companies set up customer service centers to provide customers with accurate and reliable information, and also demonstrate good services to customers in order to obtain better business performances. To do so, companies should create better service environment, so that employees can improve on their service performances. Therefore, this article explores the impact of service environment based on customer satisfaction and employee’s service performances in customer service center, and whether creating a favorable service environment will increase customer satisfaction and employee’s service performance. In this paper, we’ve conducted surveys of companies, customers, and customer service employees. We used random sampling to select the survey candidates. We issued 50 surveys separately, then received 42 available surveys from employees, and received 42 available surveys from customers. The results show: 1) employees demonstrate higher service performance and contributions when they perceive that companies have enhanced their organizational and service environment; 2) service environment has direct effect on the relationship between service employees and customers. Likewise, when the service environment is at a high state, the customer satisfaction and employee’s performance level are both high; 3) creating a favorable customer service environment will ultimately increases customer satisfaction and employee’s service performance.
27
Wilson, Sally. "The climate regulation service provided by miombo landscapes." Thesis, 2018. https://hdl.handle.net/10539/25867.
Повний текст джерелаАнотація:
A Dissertation submitted to the Faculty of Science, University of the Witwatersrand,
Johannesburg, in fulfillment of the requirements for the degree of Master of Science.
Johannesburg, 2018The African miombo woodlands are perhaps the world’s largest relatively unexploited but potentially arable land resource, located on a subcontinent where population growth remains high and demands for food security and development are pressing. This study aims to quantify the tradeoff between landscape transformation of various types and the climate regulation service provided by the miombo landscape. Net radiative forcing, expressed in terms of its carbon dioxide emission equivalent (CO2e) over a one century horizon was calculated for an intact (‘historical’) miombo landscape and for three hypothetical but observation-constrained derivatives: one developed through extensive subsistence farming; another by intensive, large-scale commercial farming; and one developed using ‘eco-agriculture’ improved smallholder techniques. The time course of net radiative forcing resulting from net carbon dioxide (CO2), methane (CH4) and nitrous oxide (N2O) emissions, from all significant sources (including production and decomposition processes, fires, cultivation, enteric emissions, termites, etc.) was assessed, as well as the net change in surface reflectance (albedo) for the four representative landscapes. It was found that the loss of climate regulation service was greatest when the entire landscape was converted to commercial agriculture, with conversion via subsistence extensification, offering the most protection for the climate regulation service. Conversion to eco-agriculture falls somewhere in between. If the loss of climate regulation service is expressed per unit agricultural production, the pattern is reversed, favoring commercial intensification as the choice mode of production. It was found that contrary to the conventional approach of evaluating the climate regulation service entirely on the basis of net carbon storage, the changes in other greenhouse gases (notably CH4, but also to a smaller extent N2O), and surface albedo made substantial contributions to the changes in the climate regulation service provided by miombo landscapes.
MT 2018
28
LI, PEI HSUN, and 李培勛. "Promoting Employee Service Creativity: The Influence of Customer Empowerment, Collaborative Climate and Competitive Climate." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/ufd3j7.
Повний текст джерела
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Pen-Kuo, Yu, and 游任國. "The Research of the Relationship among Service Climate, Service Oriented Organizational Citizenship Behaviors, and Service Quality." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/80553009127304809089.
Повний текст джерелаАнотація:
碩士中國文化大學
國際企業管理研究所
94
Many scholars and practitioners have presented, in their research literatures, relations between service climate and service quality from different points of view. On the one hand, both are mutually affected in positive ways, as presented in Schneider & Bowen’s work (Schneider & Bowen, 1995.) On the other hand, some researchers do not think that there are significant evidences that can support the relation between them (Reynoso & Moores, 1995.) Consequently, the author attempts, in this thesis, to exhibit the certain existence of intervening variables between service climate and service quality. Additionally, the issue will be further analyzed about how service quality is affected by service climate in the mediation process. I choose and distribute questionnaires to the front-end tellers and customers who have received the services from those for my sampling population. On the one hand, 400 copies made for the financial employees (named “Group A”) are issued to the tellers working in the specific departments and branches. On the other hand, 600 copies made for customers (named “Group B”) are issued to those having received the services from those tellers. Of 1000 copies, 773 are returned and the number included 343 in Group A and 430 in Group B. Finally, I respectively take 43 copies out of Group A and 130 copies of Group B because those questionnaires covered incomplete answers or the one is not a match for the other. Accordingly, 300 copies were effective in each group and the percentage of valid returned questionnaires on Group A and B are 75 and 50%, respectively. The author analyzes the collected data through SPSS and LISREL and achieves the five results. First, the correlation is significantly positive between global service climate and citizenship behaviors of loyalty and service delivery and however, does not positively affect citizenship behavior of participation. Second, the correlation is significantly positive between customer feedback and loyalty but customer feedback does not positively influence citizenship behaviors of participation and service delivery. Third, the correlation is significantly positive between citizen behavior of service delivery and responsiveness, assurance and empathy and however, that citizenship behavior does not positively affect tangibles and reliability. Fourth, instead of tangibles, reliability, assurance and empathy, citizenship behavior of service delivery significantly influences responsiveness. Finally, citizenship behavior of participation does not significantly affect responsiveness and instead, tangibles, reliability, assurance and empathy.
30
Li, Che-Kai, and 黎哲愷. "A study of service climate, organizational identification and service-oriented organizational citizenship behaviors." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/06725012743758801969.
Повний текст джерелаАнотація:
碩士中國文化大學
國際企業管理研究所
98
In the pass time, although there was researches that explored the relationships be-tween employee’s perceptions and service-oriented organizational citizenship behaviors, However, There was no researches that explore the relationships between service cli-mate and service-oriented organizational citizenship behaviors. Therefore, the main purpose of this research is: Using organizational identification as the intermediary vari-able to verify the relationships between service climate and service-oriented organiza-tional citizenship behaviors. And accordance with the quotations of secondary bibliog-raphy and the rules of logical, we can clarify further the relationships between service climate and service-oriented organizational citizenship behaviors. This research sample is conveyed by a questionnaires survey from insurance salesmen in Taipei. This research uses convenience sampling method to collect data, and results come to 303 effective samples. The examination is done under descriptive statistics, reliability analysis, correlation analysis, and hierarchical regression analysis. The results of this research indicate that: Through the intermediary results by or-ganizational identification, service climate can all make loyalty organizational behaviors, service delivery organizational behaviors, and participation organizational behaviors represent positively related. Finally, the research provides several suggestions for managerial and academic research.
31
larn, Chiou su, and 邱素蘭. "The Employee-Customer Linkage of Service Climate and Satisfaction: Service Attribute Boundary Conditions." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/93737305843733393025.
Повний текст джерелаАнотація:
碩士大葉大學
管理學院碩士在職專班
99
Based on service climate theory and research, this study examined the relationship among service climate (global service, customer orientation, managerial practices, customer feedback), employee satisfaction and customer satisfaction, in addition, the moderating effects of three potential factors for service attributes (customer contact frequency, service intangibility, and service employee interdependence) in the positive link between service climate and customer satisfaction. For forty branches of Land Bank in Taiwan, convenient sampling data collected for this research constructs with three unique sources involving customer-contact employee, their executives, and customer were measured in order to reduce the possibility of same source bias. In this study customers rated customer satisfaction, while contact employees rated their perceived service climate and their own satisfaction in individual level. The executives rated service attributes in organizational level. Hierarchical linear modeling was conducted to test research hypotheses. The results showed that(1) a positive, direct relationship is expected between frontline employees’ perceptions of global service and employee satisfaction; (2) a positive, direct relationship is hypothesized between contact employees’ perceptions of global service and customer satisfaction; (3) the frequency of customer contact required for employees to deliver service moderates the relationship between service climate and customer satisfaction in such a way that the relationship is significantly more positive when customer contact frequency is high than when customer contact frequency is low.
32
Liao, Ssu-Ya, and 廖偲雅. "THE EFFECTS OF COLLEGE SERVICE CLIMATE ON STUDENT LOYALTY." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/96734867548596474626.
Повний текст джерелаАнотація:
碩士大同大學
事業經營學系(所)
101
The service climate of the teachers and administrative staffs in the college has significant impacts on the education service quality, administrative service quality and tangibles service quality, which were hypothesized in this study. The education service quality, administrative service quality and tangibles service quality create the service value, which, in turn, has significant impacts on education service satisfaction, and administrative service satisfaction, and directly and indirectly influences on student loyalty. This study intends to explain how service climates of the teachers and administrative staffs impact on student loyalty. The relationships among service climate, service quality, service value, service satisfaction and student loyalty were verified in this study. First, the conceptual model was built in this study. Next, in order to test the proposed model, we conducted a survey at two colleges in Taipei City. We delivered 450 copies of questionnaires with a total of 436 ones returned with complete and usable data. The results show that the proposed model was almost supported by the data collected. The service quality is significantly influenced by the service climate. Service value is significantly influenced by the service quality. Service satisfaction is significantly influenced by the service value. Student loyalty is significantly influenced by service satisfaction with administrative service and facilities. Finally, the managerial implications and the research limitations are discussed.
33
Sue, Fang-Pei, and 蘇芳霈. "Relationship between service climate and performance-The mediating effect of service commitment and engagement." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/4xn6cn.
Повний текст джерелаАнотація:
碩士國立高雄第一科技大學
運籌管理系企業管理碩士班
102
This study collects and organizes the past theory and research on service climate, and distinguishes service climate from the similar concepts such as service culture, and service orientation. In order to make up for the gap toward service management research, this study sets out to investigate how a service firm&;apos;&;apos;s service climate affects front line employees&;apos;&;apos; performance. Moreover, this study also do further research on the front line employees’ commitment to service quality, and engagement affecting the results on relationship between service climate and employees&;apos;&;apos; performance. In other words, the commitment to service quality and engagement is taken as mediators in this study. The study objects are the companies with excellent service performance including POYA retailing company, and Wang catering company.772 valid questionnaires were retrieved. The results of the study show that: (1) Service climate has a positive effect on front line employees&;apos;&;apos; commitment to service quality and engagement. (2) Commitment to service quality and employee engagement has a positive effect on front line employees’ service performance. (3) Commitment to service quality and employee engagement moderates the relationship between front line employees’ service climate and service performance. In the end, this study also presents conclusions and managerial implications providing service companies effective ways to enhance their front line employees&;apos;&;apos; service performance.
34
Lin, Chung-chun, and 林重均. "The Effect of Leadership Behavior on Service Climate, Organizational Citizenship Behavior and Service Quality." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/49036885948371958240.
Повний текст джерелаАнотація:
碩士國立高雄第一科技大學
企業管理研究所
97
Task environment for universities in the private sector in Taiwan is deteriorating due to a decreasing birth rate, to which schools wish to make every effort to recruit sufficient students to maintain a minimum scale of economy. In such a competition, the school reputation and the quality of service delivered are two major decision criteria students will apply in choosing college to enter. As far as the service quality concerns, administrative body of the school plays important role delivering quality services to students other than teaching services that delivered by professors. The literature suggests that service climate and organizational citizenship behavior (OCB) have substantial effects on quality of service, that leading behavior has positive relationship with service quality and service climate. Plenty of similar studies in the context of educational facilities have directed their foci on the groups of school principals and teachers, few if any of past studies did not bother to include general administration staff. This research aims to explore how leading behavior can affect the service climate and organizational citizenship behavior, of which in turn affect the service quality delivered to students in the context of school service staff. This study adopts conventional two-dimension leadership theory of the Ohio State University to examine the effect of varied leading behavior on the service climate, organizational citizenship behavior, and service quality. This study further examines potential mediating effects of OCB between the service climate and service quality. Data gathered for analyses are 115 administrative matching students who received administrative services in the beginning of a new semester. Major research findings include first, both consideration and initiation of structure of leading behavior positively influence the service climate, yet not on OCB, Second, the service climate significantly influences OCB. Third, the service climate and OCB positively influence service quality respectively. Fourth, OCB partially mediates the relationship between the service climate and the service quality. This report ends with suggestions for future research direction and managerial implication.
35
Lin, Jie-Ying, and 林倢瑩. "The relationship of Positive Mood、Service Climate、Job Standard and Service-Oriented Citizenship Behavior." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/70519498379050353410.
Повний текст джерелаАнотація:
碩士國立彰化師範大學
人力資源管理研究所
99
There is a direct interaction between the service employee and customer and their service-oriented citizenship behavior beneficial to improve service quality and customer satisfaction. This study tries to serve service climate as a moderating variable to explore whether the positive mood and affect their service-oriented citizenship behavior. In the past, standardization work is considered to be inflexible, so we want to explore whether standardization will mediate the relationship between service climate and service-oriented citizenship behavior. Questionnaire survey was used in the study. The 127samples were collected from employee of chain stores. The research conduct the multi-regression to test the hypotheses. There are some findings: Service climate moderate the relationship between positive mood and service-oriented citizenship behavior. Besides, this study also found that service climate is through the job standard to effect the service-oriented citizenship Behavior. Entrepreneur should be build up service climate to support staff in the work context and to enhance emotional recognition. It can improve the service-oriented citizenship behavior.Finally, the future research directions and limitations will be discussed. Keywords: positive mood, mood contagion, service climate,job standard, service-Oriented Citizenship behavior
36
Hoang, Hung Trong. "Antecedents of service climate: local vs. foreign service firms in an emerging market context." Thesis, 2014. http://hdl.handle.net/2440/85976.
Повний текст джерелаАнотація:
Service climate has attracted attention from both academics and practitioners in recent years. However, there exist two major research gaps in this literature domain. First, service climate research to date has predominantly focused on its outcomes, with few studies investigating its antecedents. These few studies have primarily relied on a resource-based approach and have focused on certain organisational resources and practices that can enhance service climate. Second, there is limited knowledge of how service firms foster a service climate in emerging markets where much of the economic growth is currently occurring. Therefore, this study seeks to gain a more comprehensive understanding of (1) the antecedents of service climate and (2) the extent to which service firms, both local and foreign-owned, create a favourable service climate in an emerging market. The broad research problem investigated in this study is: How do service firms, local and foreign-owned, create a favourable service climate in an emerging market context? To examine the broad research problem, this study draws upon the resource-based view, social exchange theory and the eclectic paradigm to address the following two research questions:
Research question 1: What are the antecedents of service climate in an emerging market context? How do the antecedents interact and influence service climate? Research question 2: How do service climate and its antecedents differ between local and foreign service firms in an emerging market context? How do the antecedents influence service climate differently across the ownership types? To address these research questions, this study was conducted in two phases: exploratory and explanatory. The exploratory phase yielded new insights into the antecedents of service climate of local and foreign service firms in an emerging market context. It also helped clarify the antecedents of service climate and the potential relationships among them. Based on the findings of this exploratory phase, a conceptual framework was developed and hypotheses were derived. The conceptual framework and hypotheses were then tested in the second phase of the study using Structural Equation Modelling (SEM). Survey data from a total of 549 usable responses from service employees in both local and foreign service firms in Vietnam allowed the researcher to test the proposed hypotheses. Findings for the first research question suggested that three groups of antecedents contribute to creating a favourable service climate in an emerging market context: firm-based, market-based and culture-based. In terms of firm-based antecedents, the study identified five antecedents positively related to service climate: (1) leadership commitment to service quality, (2) internal customer service, (3) internal processes and service standards, (4) service-oriented human resource management (HRM) and (5) work facilitation resources. In addition, there are significant inter-relationships among these firm-based antecedents in fostering a service climate. The data analysis also demonstrated that competitive intensity in emerging markets and employees’ cultural orientation moderate the impacts of the firm-based antecedents on service climate. Findings for the second research question showed that there are significant differences in the antecedents and service climate between local and foreign firms. Foreign-owned service firms outperformed local firms on all firm-based antecedents and in service climate. In addition, the influence of leadership commitment to service quality and service-oriented HRM on service climate was found to be greater in foreign firms than that in local firms. In contrast, the influence of internal customer service on service climate in local firms was greater than that in foreign firms. This study contributes in several ways to our knowledge concerning service climate. First, it proposes and tests an integrated model of the antecedents of service climate in an emerging market context, which have not been fully examined in prior literature. Second, the study contributes to knowledge about the antecedents of service climate from a market perspective by suggesting the impact of competitive intensity in emerging markets. Third, it extends the literature on the antecedents of service climate from a cultural perspective by investigating the impact of employees’ cultural orientation on their perception of service climate. Fourth, this study enriches international services research by investigating the factors associated with service climate in internationalised service firms (versus those of domestic ones) from an Asian emerging market perspective. Finally, this study has practical implications because it provides a framework that enables managers of service firms to take action and invest resources to improve their service climate and enhance their competitive advantage in the global marketplace.Thesis (Ph.D.) -- University of Adelaide, Business School, 2014
37
Wang, Zih-yun, and 王姿云. "The Relationship Between Frontline Employees’ Service Competencies and Customer Loyalty: The Role of Service Climate." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/k66ren.
Повний текст джерелаАнотація:
碩士國立高雄大學
經營管理研究所
102
The primary goal of selection and training is to make frontline employees with capable competencies to complete their tasks. Frontline employees’ competencies such as the expertise to solve customers’ problems, or the ability to communicate effectively when dealing with consumer issues may play an important role to influence customer loyalty. The first purpose of this study will investigate the relationship between frontline employees’ competencies and customer loyalty. Employees are more likely to enhance their competencies to provide good service to customers when their organizations promote service climate demonstrating care for both employees and customers. The secondary purpose of current study will explore the relationship between the possible antecedent (i.e., service climate) of frontline employees’ competencies and the competencies. This empirical study will utilize the Partial Least Squares (PLS) techniques to analyze the data. 198 questionnaires were collected from insurance agents and customers, respectively. Specially, the questionnaires for the insurance agents will ask them to rate their perceived service climate in their organizations. The questionnaires for the customers will ask them to rate their insurance agents’ service competencies and their perceived customer loyalty. In theory, this study provides an explanation for how service climate may influence the employees’ service competencies, which in turn could affect the customer loyalty. In practice, the findings of this study may provide the suggestions that employers can enhance the frontline employees’ service competencies by setting up of the company policies such as service climate demonstrating care for both employees and customers.
38
Cheng, Hong Chane, and 鄭宏展. "Service Climate and Customer Satisfaction：Boundary Conditions of Service Attributes and Market－Focused Human Resource Management." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/37079251136268604612.
Повний текст джерелаАнотація:
碩士大葉大學
人力資源暨公共關係學系
100
Extending previous research in identifying work unit influences stimulating customer satisfaction, the present study in service examined whether service climate and service-oriented organizational citizenship behaviors correlated positively with customer satisfaction, whether service attribute (customer contact frequency, service intangibility, and service employee interdependence) moderated the relationship of service climate and customer satisfaction, and whether market-focused human resource management moderated the relationship of service climate and service-oriented organizational citizenship behaviors. Data were collected from 100 employees, 40 managers and 200 customers at large hypermarket group in middle Taiwan. Results indicated service climate was positively related to service-oriented organizational citizenship behaviors, which in turn do not increase the likelihood of customer satisfaction. HLM results indicated service climate had stronger positive relationships with customer satisfaction under high service intangibility. Customer contact frequency and service employee interdependence, respectively, has no moderation effect of service climate on customer satisfaction. Market-focused human resource management has no moderation effect of service climate on service-oriented organizational citizenship behaviors.
39
HSIEH, YUNG-CHUN, and 解詠淳. "The mediating effect of employee service innovation behavior between innovation climate and new service development." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/2rqah3.
Повний текст джерела
40
Tsai, Cheng-Hung, and 蔡政宏. "An Empirical Study of Service Climate: Antecedents, Consequences, and Moderators." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/42414299159777015505.
Повний текст джерелаАнотація:
博士國立成功大學
企業管理學系碩博士班
95
Customer satisfaction and customer loyalty are significant indicators of business success, and many studies have aimed to find how to improve these features. Most of these studies have focused only on perceived service quality from the customer perspective, and paid little attention to the influences of service climate. This study is to extend the theory on service climate and develops a comprehensive model for simultaneously integrating antecedents, consequences, and moderators of service climate from the perspectives of employees and customers. Employees and customers of service organizations are surveyed simultaneously with different questionnaires. Structural equation modeling analysis was used to analyze the causal relationship and moderating effect of the various study constructs. Data from a sam-ple of 181 service work units (94 bank branches and 87 insurance companies’ subunits) provide at least moderate support for the research model hypotheses. The findings demon-strated that autonomy positively influences service-oriented organizational citizenship be-havior (SOCB) via service climate. Autonomy also positively impacts service climate, and thus further influences customer perceived service quality. Unlike most of previous service climate related studies that omitted the important variable of SOCB, this study simultane-ously verified the significant and positive effect of SOCB based on the perspective of ser-vice provider customers and employees. Additionally, the more magnitude of the influence of service climate and SOCB on customer perceived service quality in high routine service cases than in low routine service ones is confirmed. The above research findings have en-hanced our understanding of the influences of service climate and SOCB on customer per-ceived service quality.
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Chen, Yen-Jhen, and 陳彥臻. "The Relationship Between Service Climate, Unit Performance, and Customer Satisfaction." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/54c6a8.
Повний текст джерелаАнотація:
碩士國立中興大學
企業管理學系所
106
In recent years, the service industry has gradually become the main source of domestic economic growth. As a result, service climate and unit performance have become more and more important in the organization. Other industries are also committed to service-oriented transformation because they know whether customers are satisfied with their consumer experience, would like to visit again in the future or even if they can be word-of-mouth to attract more new consumers. Previous research showed that the service climate will affect the attitudes and behaviors of the members, which in turn will affect customer satisfaction. However, past studies focused on the impact of individual performance on the customers. Therefore, this study investigated whether the service climate affects the organization. It’s also believed that which affects customers is not only the service of a single employee but the collective performance of all employees. It also explores whether the customer''s price consciousness will moderate the relationship between unit performance and customer satisfaction. Through multiple sources and multiple time-points, this study distributed questionnaires to store managers, employees, and customers of chain retail stores in Taichung, recovering a total of 72 managerial questionnaires, 374 employee questionnaires, and 633 customer questionnaires. Because this study contains individual and unit-level variables, cross-level analysis is used. According to the empirical results of it, the service climate in the organization can indeed affect the performance of unit group, so that employees show a more consistent service attitude and behavior; However, the customer''s price consciousness can’t regulate the relationship between unit performance and customer satisfaction. There may be other contextual factors that affect the inter-variable effect. This study will finally discuss the results of the study and extend management implications as a reference for future business management.
42
Veasna, Sou, and 蘇偉納. "Linking HRM Practices, Job Satisfaction and Service Climate to Improve Service Quality for Customers in Service Organizations in Cambodia." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/24618719177205476521.
Повний текст джерелаАнотація:
碩士國立成功大學
國際管理碩士在職專班
95
In particularly, this study intends to explore the relationship among HRM practices, job satisfaction, service climate, service quality, which influence on customer satisfaction and loyalty. In addition, the quality of service is the main topics and issues in service industries are practicing by paying attention to investigate how to improve and enhance the best service quality for customers on time by reducing their waiting time as well. More importantly, this study surveyed and collected 756 questionnaires, including 108 questionnaires answered by managers, 324 employees, and 324 customers in 108 service units in Cambodia. In addition, by conducting SEM software packages to examine the hypotheses testing and fit measurements of research models and the results indicated that eight hypotheses are positively and strongly relationships with providing very good evidences for the research study. From point of views of the findings indicated that customers were satisfied and loyalty with those service providers by implementing HRM practices, service climate, and employee job satisfaction to enhance the quality of service for customers. However, both of job satisfaction and service quality do not receive support in a sample of 108 service industries. Anyway, this study assumes that the questionnaire designed procedures and educational levels can effect on the relationship between job satisfaction and service quality that lead both relationships are not significant.
43
林士瑋. "The Study of Relationship Among Personality、Job Characteristic Perception、Empowerment、Service Climate、the Climate for Employee Well-Being、Job Satisfaction、Service Quality Perception and Customer Satisfaction of Service Idustry--Emmpirical Stud." Thesis, 1997. http://ndltd.ncl.edu.tw/handle/56936803542274511752.
Повний текст джерелаАнотація:
碩士中原大學
企業管理學系
85
The prmary objective of this study is to investigate the relationship between job satisfaction of emplyee, service quality perception and customer satisfaction in service industry.Research on customer satisfaction has only provided conclusive findings about service quality perception and customer satisfaction. And the findings are aimed at what customer feel, pretermit employee who provides service in service quality perception and customer satisfaction. And the findings are aimed at what customer feel, pretermit employee who provides service in service industry. Thus this study emphasizes that service manager must esteem employee who provides service , create good service climate and climate for employee well-being in order to raise employee job satisfaction in service industry, elevate service quality and create competition of business. To construct the skeleton of this study to investigate the factors about employee job satisfaction by the resarch of relative literature. To provide some empimical evidences; this study investigates the employee and customer of 47 banks in northern of Taiwan. The major findings are as follow: (1)personality of service employee has a significantly and positive relativity to the service climate; (2)job characteristic perception has a significantly and positive relativity to the service climate; (3)empowerment has a significantly and positive relativity to the service climate; (4)personality of service employee has a significantly and positive relativity to the climate for employee well-being; (5) job characteristic perception has a significantly and positive relativity to the climate for employee well-bing; (6)empowerment has a significantly and positive relativity to the climate for employee well-being; (7)the service climate has a significantly and positive relativity to job satisfaction of empliyee; (8)the climate for employee well-being has a significantly and positive relativity to job satisfaction of employee; (9)job satisfaction of employee has a significantly and positive relativity to service quality perception; (10)service quality perception has a significantly and positive relativity to customer satisfaction.
44
Chen, Wen-Hui, and 陳文惠. "The effects of Emotional Labor on Service Quality: The roles of Service Climate and Emotional Competence." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/755yk4.
Повний текст джерелаАнотація:
碩士國立東華大學
企業管理學系
101
Drawing on a sample of 619 frontline employees from service industries in Taiwan area, this study examined the effects of emotional labor, including deep acting and surface acting, on service quality, and the differences of these effects considering the moderating roles of service climate and emotional competence. The regression analysis revealed that: (1) frontline workers with higher emotional competence increase the service quality; (2) frontline workers feel higher service climate increase the service quality; (3) frontline workers who display deep acting increase the service quality but frontline workers who display surface acting decrease the service quality; (4) the service climate negatively moderated the effect of surface acting on service quality. It indicated that when the service climate is high, the frontline employees who display surface acting reverse the negative effect on service quality, and are able to have higher service quality. We discuss the implications of these findings for research, as well as for management practice and research limitations.
45
Wu, Ming-Chun, and 吳明純. "A study on the relationships among high performance work systems, service climate and performance of service." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/85596218648878342902.
Повний текст джерелаАнотація:
碩士國立中正大學
勞工關係研究所
104
The service industry in Taiwan has become a major role in the economic development, as the service industry is growing fast globally. Organizations need highly flexible resources and practices to assist organizations in achieving goals. High Performance Work System (HPWS) systematically integrates different methods of human resource management, incorporates with organizations’ strategies, and takes employees into consideration of the organizational strategies as a whole. HPWS effectively improves the performance of organizations and management and suits the service industry. HPWS comes from the view of strategic human resource management from the theory of Resource-Based View, and it is different from the approach of traditional human resource theory. This study is based on HPWS to conduct experiments on chain stores in the service industry that have two or more stores in Taiwan. This study focuses on analyzing the relationships among HPWS, service climate, and service performance, based on Hierachical Linear Modeling (HLM). Data were collected on a two-wave approach to avoid common method variance. 329 copies of questionnaire were collected from 90 stores. The findings are below. (1) HPWS has significantly positive effect on employees’ service performance. (2) HPWS has significantly positive effect on service climate. (3) Service climate has significantly positive effect on employees’ service performance. (4) Service climate has fully mediating effect on the HPWS and service performance. Finally, based on the research results, concrete recommendations are provided as the references for the practice.
46
Hung, Chu-Kuo, and 黃初國. "The Study of the Service Climate、Motivation Activities on Service-Oriented Organizational Citizenship Behaviors as Examples." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/14449419239070098627.
Повний текст джерелаАнотація:
碩士中國文化大學
國際企業管理研究所
95
The research use service climate as an independent variable to explore the relation-ships in both service climate and service-oriented organizational citizenship behaviors through the moderator variables on motivation Activities from employees to their superiors, we can clarify further the relationships on both two variables. The research group is for Taipei insurance salesperson and is collected by 400 questionnaires. Completed questionnaires were returned by 298 contact-employees (74.50% response rate).Then the effective questionnaires have been analyzed by Descriptive statistics analysis, Reliability analysis and Regression analysis. The results of this research indicate that: According to the analysis done under hierarchical regression model, noticeable positive impact derived from the service climate to the service-oriented organizational citizenship behaviors was confirmed. Moreover, service climate and service-oriented organizational citizenship behaviors between interference effect of motivation Activities to global service climate、customer orientation、managerial practices and Customer Feedback to service climate and service-oriented organizational citizenship behaviors to loyalty、service delivery and participation was parts of the characteristics are capable of presenting distinct explanation on variables of service climate and service-oriented organizational citizenship behaviors.
47
Lo, Ya-Chiung, and 羅雅瓊. "Perceived Organizational Support、 Leader-Member Exchange and Service-Oriented Organizational Citizenship Behaviors:The Mediating of Service Climate." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/57583551512022977862.
Повний текст джерелаАнотація:
碩士國立中山大學
人力資源管理研究所
100
The purpose of this study aimed at investigating the relations among Perceived Organizational Support (POS), Leader-Member Exchange (LMX), Service-Oriented Organizational Citizenship Behavior (OCBs) and Service Climate in Taiwan’s convenience stores. The samples of this research are from one of main four convenience stores in Taiwan. Questionnaires were sent to 720 people for survey and a total of 612 responses were received. After checking for completeness, 582 responses were valid date. The data was analyzed by factor analysis, reliability analysis, and measured by LISREL model to examine the relationship among the constructs. The major result of this study is as following: 1. Perceived organizational support and leader-member exchange has positive effect on service-oriented organizational citizenship behaviors. 2. Service climate has positive effect on service-oriented organizational citizenship behaviors. 3. Perceived organizational support and service climate moderate positively service-oriented organizational citizenship behaviors. 4. Leader-member exchange and service climate don’t moderate positively on service-oriented organizational citizenship behaviors.
48
Hung, Chi-Chiang, and 洪啟強. "The Research of Positive Psychological Capital, Job Engagement, Service Climate and Service-Oriented Organizational Citizenship Behavior." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/26470117279769860561.
Повний текст джерелаАнотація:
碩士國立中山大學
人力資源管理研究所
99
The purpose of this study is to explore the relationship between positive psychological capital, job engagement, service climate and service-oriented organizational citizenship behavior.The research is analyzed with questionnaires collected from service persons in five different telecommunication companies in Taiwan.Total 634 questionnaires were administered and 605 effective respondents were acquired.The data was analyzed by factor analysis, reliability analysis, descriptive statistics, t-test, ANOVA, person product moment relationship analysis, and measured by SEM model to examine the relationship among the constructs.The major result of this study is as following: 1. Positive psychological capital has positive effect on the job engagement, service climate and service-oriented organizational citizenship behavior. 2. Job engagement has positive effect on the service climate and service-oriented organizational citizenship behavior. 3. Job engagement and service climate moderate positively the relationship between positive psychological capital and service-oriented organizational citizenship behavior. 4. Service climate moderate positively the relationship between job engagement and service-oriented organizational citizenship behavior.
49
YANG, SZU-HAN, and 楊斯涵. "Relationships among Relational Aesthetics of Service Personnel of Skin Care Products, Service Climate and Customer Satisfaction." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/f9f567.
Повний текст джерелаАнотація:
碩士國立臺北大學
企業管理學系
106
Aesthetics is a human nature. With the increase in the standard of living of the general public, consumers have begun to pursue aesthetically pleasing lives and experiences. The demand for beauty has also continued to increase, and skin care products have become an indispensable necessity for most people's daily lives. With a wide range of products and various kinds of publicity, if you want to stand out in a highly competitive market, the "service" of service personnel becomes even more important. Therefore, the purpose of this study was to try to understand the relationship between the relationship aesthetics of the skin care products service personnel and the service climate and customer satisfaction. The respondents who had experience with the skin care products service personnel were interviewed and distributed on paper. A total of 450 valid questionnaires were collected. Through the factor analysis, the relationship aesthetics of the skin care products service personnel was divided into the current service and after-sales service. The service climate is divided into environment perception climate and innovation climate. The customer satisfaction is divided into service staff satisfaction and overall brand satisfaction. The analysis of SPSS stratification and Amos shows that the relational aesthetics of the skin care product service staff is satisfactory to the customer. All have significant and positive correlations. The service climate also shows a significant positive correlation with customer satisfaction. Some of the interference effects only improve the climate of innovation and have an interfering effect on the relationship between after-sales service and overall brand satisfaction. Service climate is also a service for skin care products. The relationship between personnel aesthetics and customer satisfaction has some mediating effects. This study expects the result of the aesthetics of the relationship between the skin care service personnel and the service personnel of the future skin care products brand to provide higher quality services to customer needs when providing services.
50
Hsiao, Shu-Yi, and 蕭淑藝. "The Relationships among Locus of Control, Person-Group Fit, Perceived Organizational Service Climate and Service Attitude of Food Service Employees." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/3ype46.
Повний текст джерелаАнотація:
博士國立臺灣師範大學
科技應用與人力資源發展學系
102
Service workers’ service attitude is the key factor of customer satisfaction. It is postulated that personality traits, person-group fit and service climate are the important variables affecting service attitude. However, few researches have done to explore the relations among the variables and service attitude. This study aimed to focus on food service employees, who have long working time, high customer-contact frequency and high emotional labor, to explore the relationships their locus of control, person-group fit, perceived organizational service climate and service attitude. Questionnaire survey was conducted to collect necessary data and 322 valid questionnaires were obtained from 25 international tourist hotels in Taipei. The statistical analyses, t-test, ANOVA (analysis of variance), HRA (hierarchical regression analysis), and SEM (structural equation modeling), were applied. Consequently, the results are obtained as follow: (1) The managers and the front line service staffs have different views of service attitude; (2) Relationships significantly exist among employee’s locus of control, person-group fit, perceived organizational service climate and service attitude; (3) Employee’s person-group fit has moderating effect between service attitude and perceived organizational service climate. Finally, based on the results of this study, suggestions were made for hospitality and tourism industry as a reference.