Empirical Study on the Relationship between Internal Service Quality and Staff Satisfaction of Nonprofit Organizations--Taking Hospitals in Hangzhou Communities as an Example

2010 ◽  
Author(s):  
Song-ting Pan ◽  
Wen-wen Sun ◽  
Qian Jiang
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Nonprofit Organizations ◽  
Staff Satisfaction ◽  
Internal Service Quality ◽  
The Relationship

scholarly journals Importance and the Zone of Tolerance of Customer Expectations of Fast Food Services

2009 ◽  
Vol 2 (2) ◽  
pp. 56 ◽  
Author(s):  
Domingos Fernandes Campos ◽  
Kleber Cavalcanti Nóbrega
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Fast Food ◽  
Food Services ◽  
Tolerance Zone ◽  
Customer Expectations ◽  
Zone Of Tolerance ◽  
The Relationship

This article analyzes the relationship between the importance of attributes for service quality and the tolerance zone between the desired and the minimum acceptable levels for customer expectations. The empirical study, conducted with 500 students, fast food customers, confirms that, as the importance of attributes increases, the tolerance zone gets closer and higher.

scholarly journals The influence of outsourcing activities on the perception of service quality. An empirical study based on online reviews by hotel customers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tomás F. Espino-Rodríguez ◽  
Manuel Rodríguez-Díaz
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Online Reviews ◽  
Negative Influence ◽  
Performance Measure ◽  
Content Type ◽  
Online Customer Reviews ◽  
Online Reputation ◽  
The Impact ◽  
The Relationship

Purpose This study aims to examine the impact of the outsourcing of hotel departments on service quality measured through online customer reviews. Design/methodology/approach Three models were developed, considering three important online tourism reputation websites, to establish the relationship between the outsourcing of hotel activities and service quality. Findings The results show that in the three databases, hotel outsourcing has a negative influence on online reputation. A higher level of outsourcing reduces service quality, the percentage of recommendations and the value perceived by customers who carry out online reviews of these hotels. In addition, different models were established for each type of department. Originality/value To the best of the authors’ knowledge, this paper presents the first empirical study to analyse the relationship between the impact of process outsourcing and customers’ online reviews. It is also the first empirical research to consider the relationship between outsourcing and ratings by hotel end-customers as a performance measure.

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