Antecedents to service quality in a service centre environment
by Kenneth W. Green Jr., Leah Rudolph, Carl Stark
International Journal of Services and Standards (IJSS), Vol. 4, No. 2, 2008

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.

Online publication date: Fri, 11-Jan-2008

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