Improving service quality

2019 ◽  
Vol 37 (3) ◽  
pp. 393-410 ◽  
Author(s):  
Flevy Lasrado ◽  
Munyaradzi Nyadzayo
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Methodological Approach ◽  
Equation Modeling ◽  
Future Research ◽  
Total Quality ◽  
Content Type ◽  
Financial Benefits ◽  
Management Commitment

Purpose The purpose of this paper is to examine the mediating role of total quality management (TQM) internalization factors on the relationship between the proposed drivers (internal/external motives) and outcomes (external benefits and financial results). Design/methodology/approach Using a sample of quality managers, this study adopts a two-step methodological approach to explore the key components of TQM internalization via an initial exploratory study followed up with a quantitative study to examine the relationships between the proposed drivers using structural equation modeling. Findings The qualitative study revealed the key components of TQM implementation factors, namely top management commitment, middle management commitment and audits, training and employees’ commitment. The quantitative results show that a positive relationship between external motives and TQM internalization was not supported; yet, the results supported the influence of internal motives on TQM internalization. Further, the results revealed a significant relationship between TQM internalization and internal benefits but not financial benefits. Finally, a strong positive link between internal and financial benefits emerged. Research limitations/implications The study findings are only based on the perceptions of quality managers and future research could test the proposed model using other units of analysis in order to fully capture the role of TQM internalization. Practical implications The findings show that award model adoption is a significant tool for quality improvement in organizations, a procedure that drives both internal and financial benefits. Further, the study points out areas that companies should emphasize in order to successfully implement a quality award model and therefore harvest its potential benefits. Originality/value The paper proposes an empirically tested conceptual framework that examines vital issues concerning the internalization of the TQM approach through award models, thus providing valuable outcomes for decision makers to improve service quality.

Service quality and satisfaction in the banking sector

2014 ◽  
Vol 31 (4) ◽  
pp. 367-379 ◽  
Author(s):  
Johra Kayeser Fatima ◽  
Mohammed Abdur Razzaque
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Banking Sector ◽  
Equation Modeling ◽  
Future Research ◽  
Mediation Effects ◽  
Banking Services ◽  
Content Type ◽  
Service Employees

Purpose – The aims of this paper are to examine the antecedent and mediation effects of core, relational and tangible service quality on rapport and customers' overall satisfaction. Design/methodology/approach – A survey has been conducted on 212 bank customers to validate the conceptual model. Structural equation modeling is used by AMOS for data analysis. Findings – Results show that relational service qualities have significant antecedent and mediation impact on the rapport-satisfaction relationship. Core quality has only antecedent influence on rapport, whereas none of the relationships is found significant in the case of tangible service quality. Research limitations/implications – The study has been conducted on one single country and focused on one type of services – banking services. Therefore, future research endeavors may consider different countries as well as a variety of services. Practical implications – Providing individual attention to each customer and understanding their specific need are the most important steps required from service employees for building successful rapport with customers. Keeping promises and offering flawless services are also more significant for customers than the tangible features of a bank. Management should consider these issues to develop effective rapport because it has a direct and strong effect on customers' overall satisfaction. Originality/value – The paper reveals the importance of relational service quality for developing customer rapport and satisfaction. It also identifies the antecedent role of core service quality for rapport.

The mediating role of workplace flourishing on the causal link between linguistic ostracism and withdrawal behavior

Kybernetes ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Raed Ibrahim Mohamad Ibrahim ◽  
Okechukwu Lawrence Emeagwali ◽  
Murat Akkaya
Keyword(s):  
Structural Equation ◽  
Causal Link ◽  
Equation Modeling ◽  
Future Research ◽  
Content Type ◽  
Ethnolinguistic Identity ◽  
Mediating Role ◽  
Withdrawal Behavior ◽  
Hospitality Organizations

PurposeWorkplace flourishing and withdrawal behavior are important concepts for human resource practitioners in today’s multicultural and multilingual work atmosphere. Despite the prevalence of linguistic ostracism, only a handful of studies have considered its impact on workplace flourishing and withdrawal behavior. This paper embarks on unveiling the nature of these associations.Design/methodology/approachA sample of n = 395 employee responses was obtained from Jordanian tourism and hospitality organizations. The data were analyzed with the variance-based structural equation modeling (VB-SEM) technique using ADANCO software.FindingsVB-SEM results indicate that linguistic ostracism reduces workplace flourishing and indirectly increases withdrawal behavior through the mediating role of workplace flourishing. Decreased feelings of workplace flourishing resulted in increased withdrawal behavior.Originality/valueThis paper is among the first to empirically examine the association between linguistic ostracism, workplace flourishing and withdrawal behavior and the mediating role of workplace flourishing using ethnolinguistic identity and stressor–emotion theories as a theoretical framework. Implications for practice and theory are discussed alongside future research directions.

The relationship between food heritage and clan culture: is “familiness” the missing link in SMEs?

2020 ◽  
Vol 123 (1) ◽  
pp. 337-354
Author(s):  
Fahimeh Khatami ◽  
Alberto Ferraris ◽  
Paola De Bernardi ◽  
Valter Cantino
Keyword(s):  
Structural Equation ◽  
Small Sample Size ◽  
Methodological Approach ◽  
Strong Relationship ◽  
Small Sample ◽  
Equation Modeling ◽  
Content Type ◽  
Clan Culture ◽  
The Relationship

PurposeThis paper empirically tests the relationship between food heritage, familiness, and clan culture, thus, highlighting the pivotal role of familiness in building robustly competitive food firms based on clan culture and food heritage.Design/methodology/approachThe methodological approach adopted is based on a quantitative analysis with data from one eco-tourist city in Iran (Torqabeh). In this regard, we developed a structured questionnaire surveying 98 small- and medium-sized enterprises (SMEs) operating in the food industry. We then used partial least squares structural equation modeling (PLS-SEM) to carry out the analysis.FindingsThe results indicate the significant positive relationship between food heritage and clan culture, and highlight the role of familiness as a strong mediator, which is also associated with a strong relationship between food heritage and clan culture.Research limitations/implicationsIn the present study, the main limitation was linked to the small sample size and data collection, which took place in only a single city; however, further research could overcome this limitation by investigating SMEs from a heterogeneous geographical context.Originality/valueThe value of this research relates to studies that have examined food heritage as a possible antecedent of familiness. Moreover, the novelty of this research is to study the concept of familiness in improving resource-based views and organizational theories.

scholarly journals Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bernhard Fabian Bichler ◽  
Birgit Pikkemaat ◽  
Mike Peters
Keyword(s):  
Service Quality ◽  
Food Quality ◽  
Structural Equation ◽  
Tourism Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Content Type ◽  
Revisit Intention

PurposeQuality in foodservices has become essential, and new methodological ways of determining service quality enable a better representation of service processes and help to increase revisits. This paper focuses on the foodservice context and explores the relationship between staff-related service dimensions, atmosphere, food quality and revisit in a full-service setting.Design/methodology/approachThis study combines an often neglected mystery guest approach with partial least square–structural equation modeling (PLS-SEM) to shed more light on customers' service perceptions. The mystery guest approach has been updated with a digitally supported smartphone questionnaire (e-mystery) that provides more reliable results since previous measurements experienced difficulties of feasibility in time-limited settings (N = 247).FindingsThe findings of this study confirm the direct effects of the service quality dimensions reliability, attentiveness and atmosphere on revisit intention and highlight the mediating role of food quality. In detail, the findings showed significant results for service employees' reliability and attentiveness and underlined the role of atmosphere for revisit intention.Originality/valueThe contribution of this paper supplements that mystery guest approaches represent a reliable alternative to convenience sampling, especially in combination with a digitally supported questionnaire (e-mystery). Thereby, this paper suggests the further application of e-mystery for the hospitality and tourism industry. In terms of implications, this study highlights the importance of securing food quality by fostering specialized schools and training programs for career starters. Since the findings stress the importance of service quality and atmosphere, managers need to ensure that employees are trained in culturally sensitive communication and services to excel in service-related dimensions.

scholarly journals Verifying the moderating role of satisfaction on service quality and students’ accomplishment in ODL perspective

2019 ◽  
Vol 15 (1) ◽  
pp. 1-12 ◽  
Author(s):  
Maximus Gorky Sembiring ◽  
Gayuh Rahayu
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Population Sample ◽  
Equation Modeling ◽  
Content Type ◽  
Satisfaction Index ◽  
Performance Career ◽  
Moderating Role

Purpose Service quality and satisfaction in the ODL setting related to students’ accomplishments (performance, loyalty and career) were reconsidered. It was aimed at exposing the moderating role of satisfaction on service quality and accomplishment. It was also of interest to scrutinize how, in what routines determinants engaged interdepended. The paper aims to discuss these issues. Design/methodology/approach This study utilized an exploratory design. It was qualitatively identified first that service quality included tangible, empathy, assurance, reliability, responsiveness and referral factors. It preceded to satisfaction (perceived from academic, operational and managerial attitudes). Satisfaction led to accomplishment. Quantitatively, service quality, satisfaction and accomplishment were identified as independent, moderating, and dependent variables, respectively. Respondents, 500 Universitas Terbuka graduates, were randomly pursued to accumulate data by a survey. Methodically, importance-performance analysis (IPA) and customer-satisfaction index (CSI) were used to figure out satisfaction and their importance degree. Nine hypotheses were developed and examined using structural-equation modeling to visualize the loading factors. Findings Replies from 163 respondents were completed. Seven of nine hypotheses were validated. It was distinguished that reliability influencing satisfaction, they were empathy, assurance and responsiveness; excluding tangible and referral. Satisfaction influenced performance, career, and loyalty. IPA-CSI analysis recognized 15 (of 21) attributes as the pillars of service quality. Originality/value Despite the qualitative framework was improperly approved by quantitative procedure, they were methodically reliable. It was supported by the fact that nine cut-off values of goodness-of-fit requirements harmonized. Additional inquiry is therefore required to tail off variances by integrating a more appropriate approach, amplifying theoretical coverage, and/or extending population/sample size.

scholarly journals Academic excellence as a determinant of self-confidence among graduates of ODL programs

2020 ◽  
Vol 15 (3) ◽  
pp. 411-423
Author(s):  
Maximus Gorky Sembiring
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Influential Factors ◽  
Influential Factor ◽  
Equation Modeling ◽  
Academic Excellence ◽  
Content Type ◽  
Satisfaction Index ◽  
Self Confidence

PurposeThis study envisioned plausible influential factors on service quality and academic excellence relatable to graduate self-confidence in an open distance learning (ODL) outlook. The objective was to expose the moderating role of academic excellence (graduate satisfaction) between service quality and self-confidence (engagement, achievement, loyalty and opportunity, EALO). It was also of interest to explore how, in what routines factors involved interrelated.Design/methodology/approachThis study utilized exploratory design. Qualitatively, service quality included acclimation, advising, module, tutorial, assessment, feedback and referral factors. Service quality led to academic excellence (GPA, study length, relevance and recognition). Besides, academic excellence influenced self-confidence. Quantitatively, service quality, academic excellence and self-confidence were the independent, moderating and dependent variables. Respondents were randomly selected through a survey of eligible Universitas Terbuka alumni.Findings11 hypotheses were assessed under structural-equation modeling (SEM). Responses from 122 out of 500 graduates were completed. Eight hypotheses were validated by the analysis. The tutorial was the most influential factor followed by module, assessment and acclimation; advising, feedback and referral were excluded. Academic excellence also led to self-confidence. The study was able to visualize a substantial role of academic excellence in moderating service quality to EALO. Besides, important-performance analysis and customer-satisfaction index (IPA-CSI) recognized 21 out of 32 attributes as the pillars of academic excellence.Originality/valueThree of the hypotheses were invalidated by the quantitative analysis. Further inquiry with much broader coverage is then required to diminish the variance to finally find the ideal framework.

Comparing US and European perspectives on B2B repair service quality for mission‐critical equipment

2005 ◽  
Vol 22 (3) ◽  
pp. 353-368 ◽  
Author(s):  
Mark Peterson ◽  
Gary Gregory ◽  
James M. Munch
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Repair Service ◽  
Content Type ◽  
The Usa ◽  
Mission Critical ◽  
Model Equivalence ◽  
Practical Implications

PurposeTo evaluate the cross‐regional equivalence of repair service quality for mission‐critical equipment.Design/methodology/approachUsing the five dimensions of SERVPERF as a framework, clinical laboratory directors across Europe and the USA were surveyed about repair service for mission‐critical equipment. Assessment of construct equivalence across the two regions was then performed using item bias analysis. Following this, assessment of model equivalence across the two regions was conducted using both the Chow test of model equivalence and regression in structural equation modeling (SEM).FindingsResults suggest that service quality in this B2B domain is perceived to be remarkably the same in both the USA and Europe.Research limitations/implicationsFuture research could focus on repair services for other types of mission‐critical equipment, and another region of the world, such as Asia. Both of these steps would boost the generalizability of the study's findings.Practical implicationsThe practical implications of the study's results suggest not only the applicability of the SERVPERF framework across these two regions, but also standardization possibilities in repair service for mission‐critical equipment because of the homogeneity evident in these markets regarding service quality.Originality/valueThis study should be valuable reading for those interested in issues related to service quality, as well as international services. The paper provides new insight into the relative importance of service quality dimensions, as the “responsiveness” dimension was found to be more than twice as important as any other dimension – even the “reliability” dimension.

Social capital and export performance within exporter-intermediary relationships

2016 ◽  
Vol 39 (4) ◽  
pp. 425-448 ◽  
Author(s):  
José Carlos Pinho
Keyword(s):  
Social Capital ◽  
Structural Equation ◽  
Export Performance ◽  
Methodological Approach ◽  
Social Capital Theory ◽  
Mediation Effect ◽  
Equation Modeling ◽  
Future Research ◽  
Dyadic Relationship ◽  
Content Type

Purpose This paper draw insights from social capital theory and examines the synergistic effect of several constructs on export performance within the context of exporter–intermediary relationships. Specifically, it assumes that social capital and the set of resources embedded therein strongly influence the extent to which both commitment and cooperation occur, and how these, in turn, impact on export performance. Design/methodology/approach Following a quantitative methodological approach, a survey is applied to a sample of small and medium-sized enterprise exporters, to empirically test the proposed conceptual model. Partial least squares structural equation modeling is used to test the empirical model. Findings The findings reveal that there is a positive and direct impact of social capital on export performance. Results also confirm that the presence of high social capital between exporters and intermediaries affects both high commitment and high cooperation. The study also confirms the mediation effect of cooperation in the relationship between social capital and export performance. Practical implications One possible shortfall of this research relates to the fact that this analysis only incorporates the view of one actor, the view of exporter firms. This limitation could open a rewarding direction for future research, which would be to analyze the view of both sides in a dyadic relationship. Originality/value This paper presents the original approach of looking at the relational antecedents of export performance.

scholarly journals Are altruistic leaders worthy? The role of organizational learning capability

2015 ◽  
Vol 36 (3) ◽  
pp. 271-295 ◽  
Author(s):  
Fermín Mallén ◽  
Ricardo Chiva ◽  
Joaquín Alegre ◽  
Jacob Guinot
Keyword(s):  
Organizational Learning ◽  
Organizational Performance ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Leader Behaviors ◽  
Learning Capability ◽  
Content Type ◽  
The Relationship

Purpose – The purpose of this paper is to investigate the relationship between altruistic leader behaviors, organizational learning capability and organizational performance. Design/methodology/approach – The sampling frame consists of several databases or listings of business that consider people as a key element of the organization and are considered by their employees to be good firms to work for or organizational environments where human resources management has high priority (n=251). The authors use structural equation modeling to test if the relationship between altruistic leader behaviors and organizational performance is mediated by organizational learning capability. Findings – Results suggest that organizational learning capability fully mediates between altruistic leader behaviors and organizational performance. Thus, organizational learning capability plays a key role in explaining how altruistic leader behaviors affect organizational performance, essentially because it facilitates the creation of a creative, participatory and dialogue-based environment that promotes organizational learning. Research limitations/implications – The database used in the study is very heterogeneous. Future research might delimit the database by organization size or sector. Qualitative studies may also improve our understanding of the relationships studied and enable other concepts to be included. Practical implications – This study provides evidence of the positive relationship between altruistic leaders and performance. However, recruiting and fomenting altruistic leaders is not sufficient on its own to improve performance, and should be accompanied by implementing other facilitating factors of organizational learning such as dialogue or experimentation. Originality/value – In recent years some studies have linked leadership with organizational learning. However, this is one of the first studies to concentrate on altruistic leader behaviors as such, a concept that has received scant mention in the literature despite its importance in a number of leadership styles, and its relevance today as an alternative to the egotistic leader. The authors offer empirical evidence of the role of altruistic leader behavior as an antecedent of organizational learning capability and subjective measures of performance.

The effects of ethical climates on trust in supervisor and trust in organization in a Polish context

2015 ◽  
Vol 53 (1) ◽  
pp. 24-39 ◽  
Author(s):  
Aditya Simha ◽  
Agata Stachowicz-Stanusch
Keyword(s):  
Structural Equation ◽  
Ethical Climate ◽  
Equation Modeling ◽  
Future Research ◽  
Content Type ◽  
Ethical Climates ◽  
Managerial Employees ◽  
The Relationship ◽  
Practical Implications

Purpose – The purpose of this paper is to explore the effects of ethical climate types on two components of organizational trust, i.e. trust in supervisor and trust in organization. Design/methodology/approach – A sample of 178 managerial employees from seven hospitals in Poland was used to investigate the specific relationships between ethical climates (i.e. egoistic, benevolent, and principled) and trust in supervisor and trust in organization. Structural equation modeling was used to explore the relationship between ethical climates and the two trust components. Findings – It was found that egoistic climates were negatively associated with trust in organization and trust in supervisor, whereas benevolent climates were positively associated with trust in supervisor and trust in organization. No support was obtained for any sort of association between principled climates and either of the two trust components. Research limitations/implications – Future research should examine the role of trust as a mediating variable in the relationship between ethical climates and variables such as commitment or productivity or satisfaction. Future research should also examine different national and work contexts to test out these relationships. Practical implications – Managers and organizations should try and establish benevolent ethical climates as opposed to egoistic ones, in order to bolster levels of trust among their employees. Originality/value – The findings of this paper are unique and original because this is the first study to suggest a relationship between ethical climate types and the two trust components. The value of this study is that it provides managers and organizations with a way by which they could potentially increase levels of trust among their employees.

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