Presentation 11. Promoting IT service employees' customer-oriented behaviors: An empirical study of an ERP support center in a healthcare enterprise

2014 ◽  
Author(s):  
Xuefei Nancy Deng ◽  
Tawei Wang
Keyword(s):  
Empirical Study ◽  
Service Employees ◽  
It Service ◽  
Healthcare Enterprise

Service climate in knowledge-intensive, internal service settings

2016 ◽  
Vol 8 (4) ◽  
pp. 462-477 ◽  
Author(s):  
Ronnie Jia ◽  
Blaize Horner Reich ◽  
Heather H. Jia
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Climate ◽  
Content Type ◽  
Service Employees ◽  
Climate Research ◽  
It Service ◽  
Internal Support ◽  
Technical Competency ◽  
Knowledge Intensive

Purpose This study aims to extend service climate research from its existing focus on routine service for external clients into a knowledge-intensive, internal (KII) service setting. This extension was important because internal knowledge workers may operate from a monopolistic perspective and not view themselves as service providers because of the technical/professional nature of their work. Design/methodology/approach Two surveys were distributed in participating organizations. One survey, completed by employees in information technology (IT) service units, contains measures of service climate, climate antecedents and technical competence. The second survey, filled out by members of their corporate customer units, taps their evaluations of service quality. Findings Service climate in IT service units significantly predicted service evaluations by their respective customer units. Importantly, service climate was more predictive than IT service employees’ technical competency. Role ambiguity, empowerment and work facilitation were also found to be significant service climate antecedents. Research limitations/implications These results provided strong empirical evidence supporting an extension of the existing service climate research to KII service settings. To the extent that front-line service employees rely on internal support to deliver quality service to external customers, managers should work to enhance the service climate in internal support units, which ultimately improves external service quality. Originality/value This is the first study that establishes the robustness of the service climate construct in KII service settings. It makes service climate a useful managerial tool for improving both internal and external service quality.

Individuals without jobs: An empirical study of job-seeking behavior and reemployment.

1996 ◽  
Vol 81 (1) ◽  
pp. 76-87 ◽  
Author(s):  
Connie R. Wanberg ◽  
John D. Watt ◽  
Deborah J. Rumsey
Keyword(s):  
Empirical Study ◽  
Job Seeking ◽  
Seeking Behavior

Psychology: An empirical study of behavior.

1933 ◽  
Author(s):  
Frederick H. Lund
Keyword(s):  
Empirical Study
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