Title: Antecedents to service quality in a service centre environment

Authors: Kenneth W. Green Jr., Leah Rudolph, Carl Stark

Addresses: Department of Management and Marketing, College of Business Administration, Sam Houston State University, Box 2056, Huntsville, TX 77341–2056, USA. ' School of Business, Henderson State University, Box 7801, Arkadelphia, Arkansas 71999, USA. ' School of Business, Henderson State University, Box 7701, Arkadelphia, Arkansas 71999, USA

Abstract: Service quality has been established as positively impacting organisational performance. It is the responsibility of the managers of service organisations to implement strategies and tactics that result in improved service quality. A structural model with customer focus, zero-error commitment and individual performance as antecedents to service quality is proposed and assessed using data from employees of a single service centre. A path analysis methodology is used to assess the model. Results indicate that customer orientation and individual performance directly impact service quality and the zero-error commitment indirectly impacts service quality through individual performance.

Keywords: service quality; customer focus; zero error commitment; individual performance; services; service centres.

DOI: 10.1504/IJSS.2008.016631

International Journal of Services and Standards, 2008 Vol.4 No.2, pp.167 - 181

Published online: 11 Jan 2008 *

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