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Article: A field experiment testing frontline opinion leaders as change agents

TitleA field experiment testing frontline opinion leaders as change agents
Authors
Issue Date2000
PublisherAmerican Psychological Association. The Journal's web site is located at http://www.apa.org/journals/apl.html
Citation
Journal Of Applied Psychology, 2000, v. 85 n. 6, p. 987-995 How to Cite?
AbstractOn the basis of previous studies of source credibility and opinion leadership, the authors hypothesized that opinion leaders would serve as effective agents to promote positive attitudes toward a service-quality initiative and increase service-quality effectiveness. The service effectiveness of tellers before and after a service-quality leadership training program was rated by customers, supervisors, and the tellers themselves across 3 matched bank branches. Service effectiveness was rated significantly higher in a branch using opinion leaders as service-quality leaders compared with a branch using randomly selected frontline leaders. Tellers in the latter branch showed greater improvements in service effectiveness than did counterparts in a branch using no frontline service quality leaders. This difference between types of leaders appeared to be mediated by tellers' behavioral beliefs about the service-quality program.
Persistent Identifierhttp://hdl.handle.net/10722/86029
ISSN
2015 Impact Factor: 3.81
2015 SCImago Journal Rankings: 4.641
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorLam, SSKen_HK
dc.contributor.authorSchaubroeck, Jen_HK
dc.date.accessioned2010-09-06T09:11:59Z-
dc.date.available2010-09-06T09:11:59Z-
dc.date.issued2000en_HK
dc.identifier.citationJournal Of Applied Psychology, 2000, v. 85 n. 6, p. 987-995en_HK
dc.identifier.issn0021-9010en_HK
dc.identifier.urihttp://hdl.handle.net/10722/86029-
dc.description.abstractOn the basis of previous studies of source credibility and opinion leadership, the authors hypothesized that opinion leaders would serve as effective agents to promote positive attitudes toward a service-quality initiative and increase service-quality effectiveness. The service effectiveness of tellers before and after a service-quality leadership training program was rated by customers, supervisors, and the tellers themselves across 3 matched bank branches. Service effectiveness was rated significantly higher in a branch using opinion leaders as service-quality leaders compared with a branch using randomly selected frontline leaders. Tellers in the latter branch showed greater improvements in service effectiveness than did counterparts in a branch using no frontline service quality leaders. This difference between types of leaders appeared to be mediated by tellers' behavioral beliefs about the service-quality program.en_HK
dc.languageengen_HK
dc.publisherAmerican Psychological Association. The Journal's web site is located at http://www.apa.org/journals/apl.htmlen_HK
dc.relation.ispartofJournal of Applied Psychologyen_HK
dc.rightsJournal of Applied Psychology. Copyright © American Psychological Association.en_HK
dc.titleA field experiment testing frontline opinion leaders as change agentsen_HK
dc.typeArticleen_HK
dc.identifier.openurlhttp://library.hku.hk:4550/resserv?sid=HKU:IR&issn=0021-9010&volume=85&issue=6&spage=987&epage=995&date=2000&atitle=A+Field+Experiment+Testing+Frontline+Opinion+Leaders+as+Change+Agentsen_HK
dc.identifier.emailLam, SSK: simonlam@hku.hken_HK
dc.identifier.authorityLam, SSK=rp01071en_HK
dc.description.naturelink_to_subscribed_fulltext-
dc.identifier.pmid11125661-
dc.identifier.scopuseid_2-s2.0-0034346369en_HK
dc.identifier.hkuros57793en_HK
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-0034346369&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume85en_HK
dc.identifier.issue6en_HK
dc.identifier.spage987en_HK
dc.identifier.epage995en_HK
dc.identifier.isiWOS:000165745400014-
dc.publisher.placeUnited Statesen_HK
dc.identifier.scopusauthoridLam, SSK=35218940100en_HK
dc.identifier.scopusauthoridSchaubroeck, J=7003293292en_HK

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