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Article: Evaluating the industrial ergonomics of service quality for online recruitment websites

TitleEvaluating the industrial ergonomics of service quality for online recruitment websites
Authors
KeywordsInformation technology
Mental workload
Recruitment website
Service quality
Issue Date2005
PublisherElsevier BV. The Journal's web site is located at http://www.elsevier.com/locate/ergon
Citation
International Journal Of Industrial Ergonomics, 2005, v. 35 n. 8, p. 697-711 How to Cite?
AbstractIn this current economic climate, many people are searching for jobs with Internet-based (online) recruitment service providers. In order to serve as a viable source of help for these people and ultimately maintain the satisfaction of industrial employers - their paying customers, online recruitment websites should strive to achieve a high level of service quality for the job seekers. The current research (1) proposes an evaluation tool to assist online recruitment websites in quantifying service quality and (2) examines the relationship between service quality and measures of mental workload and performance time. Results suggest a central role for performance time and mental workload on perceptions of service quality. Key elements of service quality for Internet-based job recruitment are provided based on the results and are shown in contrast with those suggested as traditional measures of service quality. Relevance to industry: Time and mental workload required to complete job recruitment tasks with Internet-based service providers can significantly impact overall service quality evaluations. Thus, they should be monitored and benchmarked when possible, as poor service quality perceptions can ultimately impact employers' willingness to subscribe. General service quality, accuracy/efficiency and interface are defined. © 2005 Elsevier B.V. All rights reserved.
Persistent Identifierhttp://hdl.handle.net/10722/86058
ISSN
2015 Impact Factor: 1.0
2015 SCImago Journal Rankings: 0.592
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorTong, JPCen_HK
dc.contributor.authorDuffy, VGen_HK
dc.contributor.authorCross, GWen_HK
dc.contributor.authorTsung, Fen_HK
dc.contributor.authorYen, BPCen_HK
dc.date.accessioned2010-09-06T09:12:19Z-
dc.date.available2010-09-06T09:12:19Z-
dc.date.issued2005en_HK
dc.identifier.citationInternational Journal Of Industrial Ergonomics, 2005, v. 35 n. 8, p. 697-711en_HK
dc.identifier.issn0169-8141en_HK
dc.identifier.urihttp://hdl.handle.net/10722/86058-
dc.description.abstractIn this current economic climate, many people are searching for jobs with Internet-based (online) recruitment service providers. In order to serve as a viable source of help for these people and ultimately maintain the satisfaction of industrial employers - their paying customers, online recruitment websites should strive to achieve a high level of service quality for the job seekers. The current research (1) proposes an evaluation tool to assist online recruitment websites in quantifying service quality and (2) examines the relationship between service quality and measures of mental workload and performance time. Results suggest a central role for performance time and mental workload on perceptions of service quality. Key elements of service quality for Internet-based job recruitment are provided based on the results and are shown in contrast with those suggested as traditional measures of service quality. Relevance to industry: Time and mental workload required to complete job recruitment tasks with Internet-based service providers can significantly impact overall service quality evaluations. Thus, they should be monitored and benchmarked when possible, as poor service quality perceptions can ultimately impact employers' willingness to subscribe. General service quality, accuracy/efficiency and interface are defined. © 2005 Elsevier B.V. All rights reserved.en_HK
dc.languageengen_HK
dc.publisherElsevier BV. The Journal's web site is located at http://www.elsevier.com/locate/ergonen_HK
dc.relation.ispartofInternational Journal of Industrial Ergonomicsen_HK
dc.rightsInternational Journal of Industrial Ergonomics. Copyright © Elsevier BV.en_HK
dc.subjectInformation technologyen_HK
dc.subjectMental workloaden_HK
dc.subjectRecruitment websiteen_HK
dc.subjectService qualityen_HK
dc.titleEvaluating the industrial ergonomics of service quality for online recruitment websitesen_HK
dc.typeArticleen_HK
dc.identifier.openurlhttp://library.hku.hk:4550/resserv?sid=HKU:IR&issn=0169-8141&volume=35&spage=697&epage=711&date=2005&atitle=Evaluating+the+industrial+ergonomics+of+service+quality+for+online+recruitment+websitesen_HK
dc.identifier.emailYen, BPC: benyen@hkucc.hku.hken_HK
dc.identifier.authorityYen, BPC=rp01121en_HK
dc.description.naturelink_to_subscribed_fulltext-
dc.identifier.doi10.1016/j.ergon.2005.02.004en_HK
dc.identifier.scopuseid_2-s2.0-22244454156en_HK
dc.identifier.hkuros110052en_HK
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-22244454156&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume35en_HK
dc.identifier.issue8en_HK
dc.identifier.spage697en_HK
dc.identifier.epage711en_HK
dc.identifier.isiWOS:000230915800002-
dc.publisher.placeNetherlandsen_HK
dc.identifier.scopusauthoridTong, JPC=7202724330en_HK
dc.identifier.scopusauthoridDuffy, VG=7007049892en_HK
dc.identifier.scopusauthoridCross, GW=8526058900en_HK
dc.identifier.scopusauthoridTsung, F=7003719356en_HK
dc.identifier.scopusauthoridYen, BPC=7102564239en_HK

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