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Article: Can good citizens lead the way in providing quality service? A field quasi experiment

TitleCan good citizens lead the way in providing quality service? A field quasi experiment
Authors
Hui, CLam, SSKSchaubroeck, J
Issue Date2001
PublisherAcademy of Management. The Journal's web site is located at http://www.aom.pace.edu/amjnew
Citation
Academy Of Management Journal, 2001, v. 44 n. 5, p. 988-995 How to Cite?
DOI: http://dx.doi.org/10.2307/3069442
AbstractIn a field quasi experiment, customers were most satisfied with the service quality of the branch of a multinational bank where good organizational citizens had been trained as service quality leaders, and branch employees exhibited the highest conformance to the quality scheme of the bank. In a branch where service quality leaders were randomly selected for training, customer satisfaction and conformance improved more than they did in a branch where no service quality leaders were trained.
Persistent Identifierhttp://hdl.handle.net/10722/177892
ISSN
0001-4273
2023 Impact Factor: 9.5
2023 SCImago Journal Rankings: 8.271
ISI Accession Number ID
WOS:000171698400005
References
References in Scopus

 

DC FieldValueLanguage
dc.contributor.authorHui, Cen_US
dc.contributor.authorLam, SSKen_US
dc.contributor.authorSchaubroeck, Jen_US
dc.date.accessioned2012-12-19T09:40:43Z-
dc.date.available2012-12-19T09:40:43Z-
dc.date.issued2001en_US
dc.identifier.citationAcademy Of Management Journal, 2001, v. 44 n. 5, p. 988-995en_US
dc.identifier.issn0001-4273en_US
dc.identifier.urihttp://hdl.handle.net/10722/177892-
dc.description.abstractIn a field quasi experiment, customers were most satisfied with the service quality of the branch of a multinational bank where good organizational citizens had been trained as service quality leaders, and branch employees exhibited the highest conformance to the quality scheme of the bank. In a branch where service quality leaders were randomly selected for training, customer satisfaction and conformance improved more than they did in a branch where no service quality leaders were trained.en_US
dc.languageengen_US
dc.publisherAcademy of Management. The Journal's web site is located at http://www.aom.pace.edu/amjnewen_US
dc.relation.ispartofAcademy of Management Journalen_US
dc.titleCan good citizens lead the way in providing quality service? A field quasi experimenten_US
dc.typeArticleen_US
dc.identifier.emailHui, C: chunhui@hku.hken_US
dc.identifier.emailLam, SSK: simonlam@hku.hken_US
dc.identifier.authorityHui, C=rp01069en_US
dc.identifier.authorityLam, SSK=rp01071en_US
dc.description.naturelink_to_subscribed_fulltexten_US
dc.identifier.doi10.2307/3069442-
dc.identifier.scopuseid_2-s2.0-0035604442en_US
dc.identifier.hkuros69138-
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-0035604442&selection=ref&src=s&origin=recordpageen_US
dc.identifier.volume44en_US
dc.identifier.issue5en_US
dc.identifier.spage988en_US
dc.identifier.epage995en_US
dc.identifier.isiWOS:000171698400005-
dc.publisher.placeUnited Statesen_US
dc.identifier.scopusauthoridHui, C=7202876939en_US
dc.identifier.scopusauthoridLam, SSK=35218940100en_US
dc.identifier.scopusauthoridSchaubroeck, J=7003293292en_US
dc.identifier.issnl0001-4273-

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