An empirical study of employee loyalty, service quality and firm performance in the service industry

Yee, Rachel W.Y.; Yeung, Andy C.L.; Cheng, T.C.E.

doi:10.1016/j.ijpe.2009.10.015

Cited by 334 publications

(273 citation statements)

References 89 publications

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“…Recently, Yee et al (2010) found that employee loyalty is considerably related to service quality, which in turn will have an impact on both customer satisfaction and customer loyalty, which ultimately will lead to firm profitability in high-contact service industries (Yee et al, 2010). Calabrese (2012) argued that perceived service quality and service productivity are two leading enablers of good performances in service companies (p. 800).…”

Section: Service Quality In Operationsmentioning

confidence: 99%

Enabling a transformative service system by modeling quality dynamics

Akter

Wamba

D’Ambra

2019

International Journal of Production Economics

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The increasing importance of service systems in the global economy prompts researchers to focus on quality to measure the critical interaction between human behavior, IT and society. Building on service-dominant logic and sociomaterialism, this study develops and validates a quality model and measures its overall impact on individual (value, satisfaction), organizational (i.e., continuance intentions) and social (e.g., quality of life) outcomes in the context of a transformative health service system in Bangladesh. The conceptual model is rooted in the traditional cognition (service quality) -affective (value, satisfaction)-conation (continuance, quality of life) chain but explicitly identifies three primary dimensions and nine sub-dimensions of quality. The study advances theory and practice in service systems quality research by focusing on individual, economic and social outcomes. Enabling Service systems by Modeling Quality Dynamics AbstractThe increasing importance of service systems in the global economy prompts researchers to focus on quality to measure the critical interaction between human behavior, IT and society.Building on service-dominant logic and sociomaterialism, this study develops and validates a quality model and measures its overall impact on individual (value, satisfaction), organizational (i.e., continuance intentions) and social (e.g., quality of life) outcomes in the context of a transformative health service system in Bangladesh. The conceptual model is rooted in the traditional cognition (service quality) -affective (value, satisfaction)-conation (continuance, quality of life) chain but explicitly identifies three primary dimensions and nine sub-dimensions of quality. The study advances theory and practice in service systems quality research by focusing on individual, economic and social outcomes.

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Section: Service Quality In Operationsmentioning

confidence: 99%

Enabling a transformative service system by modeling quality dynamics

Akter

Wamba

D’Ambra

2019

International Journal of Production Economics

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“…Service Quality: Service quality refers to the overall perceptions of performance the services offered by employees in a particular service shop (Yee et al, 2010).…”

Section: Firm Performance (The Dependent Variable)mentioning

confidence: 99%

“…Firm performance as a sole dependent variable in this research will be assessed by using four dimensions related to the nonfinancial performance: innovation and employee satisfaction as suggested by Kaplan and Norton (2001), service quality as suggested by Kuo (2011), and reputation as suggested by Ariff et al (2014). 16 items to measure the firm performance, 3 items to innovation adapted from Chen et al (2010), 5 items to measure the firm's reputation adapted from Petrick (2002), 5 items to measure service quality adapted from Parasuraman et al (1991), the five items are chosen to be appropriate with the study as suggested by Yee et al (2010), and 3 items to measure employee satisfaction adapted from (Huang and Rundle-Thiele, 2014). Whereas all items were measured using a five-point rating scale, rating from one: "Strongly disagree", two:…”

Section: Inspirationalmentioning

confidence: 99%

The Role of Corporate Social Responsibility in Enhancing Firm Performance from the Perspective of IT Employees in Jordanian Banking Sector: The Mediating Effect of Transformational Leadership

Masa’deh¹,

Alrowwad²,

Alkhalafat³

et al. 2018

MAS

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Direct relationship between Corporate Social Responsibility (CSR) and firm performance has been extensively studied by scholars in several majors. The direct examination of this relationship seems to be relatively imprecise since many other variables have indirect influence on this relationship. Therefore, this study takes into considerations Transformational Leadership (TFL) as a probable mediator in the role CSR plays to enhance the firm performanceamong Information Technology (IT) employees in banking sector. Data were collected from IT employees within IT departments from 25 banks in Jordan through a questionnaire survey. 354 valid questionnaires were returned and analyzed using different quantitative techniques. This research finds that CSR has a significant influence on firm performance and three of its dimensions, namely, economic responsibility, ethical responsibility, and discretionary responsibility have a significant effect on firm performance, whereas legal responsibility has no remarkable effect. It also finds that CSR has a positive influence on TFL. Specifically, discretionary responsibility has a significant effect on TFL, whereas other dimensions have no significant contribution to TFL. As well as, it finds that TFL has a positive contribution to the firm performance. Inspirational motivation and individualized consideration have the only remarkable contribution to the firm performance. Finally, it has been revealed that TFL partially mediates the relationship between CSR and firm performance.

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“…Since customer satisfaction is a function of customer perceptions, it involves the quality of the organization's product or service and customer expectations. Therefore, IPA measures the satisfaction from customer satisfaction surveys based on two components of product or service attributes: the importance of a product or service to a customer and the performance of organization in providing that product or service (Yee, Yeung, & Cheng, 2010). The four quadrants are typically identified as 'keep up the good work' (Q1), 'concentrate here' (Q2), 'possible overkill' (Q3) and 'low priority' (Q4) for a quadrant divided by the center point (Hosseini & Bideh, 2014;Rial, Rial, Varela, & Real, 2008).…”

Section: The Ipa Frameworkmentioning

confidence: 99%

Importance-Performance Analysis (IPA) of Service Quality for Virtual Reality Golf Center

Kwon¹,

chung²

2018

IJMS

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The purpose of this study was examine service quality of virtual reality golf center using Importance and Performance Analysis (IPA), from September to November 2017, adult participants who participated in virtual reality golf center in Korea were selected as subjects. The collected data were analyzed and interpreted using SPSS program, frequency analysis, exploratory factor analysis, reliability analysis, and Importance-Performance Analysis. The results of this study were as follows. First, quadrant 1 included six items: convenient facilities provide the latest equipment, customized response, understanding the needs of customer, interior atmosphere, and modernized facilities. Second, quadrant 2 included five items: kindness of employees, employees' expertise, resolve immediately if a problem occurs, quickly respond to customer needs, and employee credibility. Third, quadrant 3 included six items: customer individual interest, notice of service, employees' dress and appearance, employees' positive attitude, provide voluntary help, and promised time and service. Fourth, quadrant 4 included 3 items: provide safe service, thinking in terms of customer, and voluntary response.

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An empirical study of employee loyalty, service quality and firm performance in the service industry

Cited by 334 publications

References 89 publications

Enabling a transformative service system by modeling quality dynamics

Enabling a transformative service system by modeling quality dynamics

The Role of Corporate Social Responsibility in Enhancing Firm Performance from the Perspective of IT Employees in Jordanian Banking Sector: The Mediating Effect of Transformational Leadership

Importance-Performance Analysis (IPA) of Service Quality for Virtual Reality Golf Center

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