Abstract/Details

The significance of personal factors in the service quality experienced by customers and the effect of employee psychological empowerment on the relationship


2010 2010

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Abstract (summary)

Organizational success is largely dependant upon service quality. Employees are an influential component of service quality, as the face of the organization. In the past, employee psychological empowerment has been found to contribute to the service quality experienced by customers. Over the past two decades it has come to be accepted as a central component to organizational success.

One factor that has drastically increased the interest in service quality is the sharp upturn in the number of service-centered organizations, which provide services, in contrast to product-oriented retailers. Service jobs began to outnumber manufacturing jobs in the United States in 1956. Today, service jobs dominate the workforce, making up an estimated 75 percent of U.S. gross domestic product (GDP) and 8 percent of all U.S. jobs. Despite the volume of service-related organizations in the marketplace, recent reports in popular media suggest that service quality is declining. Regardless of the efforts of service organizations to implement standard employee/customer practices, customers continue to exit the service encounter having experienced less than exceptional service.

This quantitative study examined the correlation between personal factors present in employees (personality and intrinsic religiosity) and the service quality experienced by customers. In addition, it sought to determine to what extent employee psychological empowerment mediated this relationship.

Indexing (details)


Subject
Marketing;
Management;
Studies;
Quality of service;
Employee empowerment;
Occupational psychology
Classification
0338: Marketing
0454: Management
Identifier / keyword
Social sciences; Call centers; Customers; Empowerment; Personal factors; Service quality
Title
The significance of personal factors in the service quality experienced by customers and the effect of employee psychological empowerment on the relationship
Author
Travis, Matthew A.
Number of pages
199
Publication year
2010
Degree date
2010
School code
0622
Source
DAI-A 71/07, Dissertation Abstracts International
Place of publication
Ann Arbor
Country of publication
United States
ISBN
9781124078489
Advisor
White, Darin
University/institution
TUI University
University location
United States -- California
Degree
Ph.D.
Source type
Dissertations & Theses
Language
English
Document type
Dissertation/Thesis
Dissertation/thesis number
3414745
ProQuest document ID
746836878
Copyright
Database copyright ProQuest LLC; ProQuest does not claim copyright in the individual underlying works.
Document URL
http://search.proquest.com/docview/746836878
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