Front-line responses to customer orientation programmes: a theoretical and empirical analysis

Peccei, Riccardo; Rosenthal, Patrice

doi:10.1080/095851900339765

Cited by 97 publications

(73 citation statements)

References 4 publications

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“…Service climate studies have identified factors such as "concern for customers" and "concern for employees" (Borucki and Burke, 1999), incorporated dimensions of customer orientation (Rogg et al, 2001;Schneider et al, 1998) or resulted in customer oriented behaviours by employees (Peccei and Rosenthal, 2000). Service climate studies have found a direct link between a positive service climate for employees, and customers" evaluations of service quality (Borucki and Burke, 1999;Schneider et al, 1998).…”

Section: Organizational Factors That Affect Service Quality Deliverymentioning

confidence: 99%

Frontline employees' views on organizational factors that affect the delivery of service quality in call centers

Dean

Rainnie

2009

Journal of Services Marketing

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PurposeThis paper reports on a study that investigated employees" views on the organizational factors that affect their ability to deliver service quality to customers. The study is important because call centers represent unique work environments and they have not been used in the development of service quality theory. MethodologyTen focus groups of frontline employees who work in a telecommunications call center in Australia were conducted. Data were subjected to content analysis. FindingsNine major themes were identified. Some of these themes are evident in theory arising from service quality gaps, service climate, and service profit chain studies. Other themes include whether managers emphasise sales or efficiency, rather than service quality; approaches to performance monitoring and feedback, role and productivity demands, quality assurance regimes, and employees" experiences of service encounter stress. 3 Research limitations/implicationsThe findings suggest that various factors from prior work need to be integrated and extended to enhance service quality in call centers. However, data were collected from only one call center. Practical implicationsThe present study suggests that, to deliver high levels of service quality, call center managers need to rethink their approaches to productivity and performance management, and hiring and supporting the "right" service staff. Originality/valueThis paper re-examines service quality in the specific context of call centers. It provides an organizational focus and complements recent work which has tested the role of employee attitudes in service quality studies. The paper concludes with a model for testing.

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Section: Organizational Factors That Affect Service Quality Deliverymentioning

confidence: 99%

Frontline employees' views on organizational factors that affect the delivery of service quality in call centers

Dean

Rainnie

2009

Journal of Services Marketing

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“…However, past literature had not provided enough proof to account for fluctuating responses of internal employees about service and did not take initiatives customer service in organization for delivery of service (Peccei and Rosenthal, 2000). According to Peccei and Rosenthal (1997) and Worsfold (1999) who discovered that there is not much attention given to employees' CSQ, especially in the service business, particularly when the concern is on continuous improvement customer expectations (Hartline et al, 2000).…”

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confidence: 99%

How Leadership Styles Influence Commitment to Service Quality (CSQ): A Case Study of Hospitals of Sindh Pakistan

Pahi¹,

Hamid²

2015

MJSS

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“…z.B. Sparks et al, 1998;Peccei & Rosenthal, 2000;Morris & Stuart, 2002) aufbauen. Vor allem das Aufsichtspersonal sollte aufgrund seiner zentralen Bedeutung für die vom Besucher wahrgenommene Leistungsqualität eines Kulturbetriebs näher untersucht werden.…”

Section: Implikationen Für Die Forschungunclassified

Empirische Forschung zum Personalmanagement in Kulturbetrieben: Ein Literaturüberblick

Hausmann¹

2013

German Journal of Human Resource Management: Zeitschrift für Pe

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Ziel der vorliegenden Untersuchung war es, eine systematische Bestandsaufnahme zum Status quo der Personalforschung im Kulturbereich vorzunehmen. In die Untersuchung einbezogen wurden Studien, die sich empirisch mit dem Thema auseinandersetzen und im deutsch-und englischsprachigen Raum in Fachzeitschriften mit "peer review"-Verfahren erschienen sind. Insgesamt konnten in 15 Journals 23 Studien identifiziert werden, davon waren 17 in englisch-und 6 in deutschsprachigen Zeitschriften erschienen. Im Ergebnis zeigte sich, dass die Forschung noch in ihren Anfängen steckt und Lücken aufzeigt. So dominiert in allen untersuchten Sparten das Thema Personalführung, andere Aufgabenfelder werden nur ansatzweise diskutiert (Personalentwicklung) oder bleiben unberücksichtigt. Auch beschränken sich die Analysen vorrangig auf die Mitarbeitergruppen der Künstler und Führungskräfte; die für die Leistungserstellung im Kulturbereich gleichfalls relevante Gruppe des Servicepersonals wird vernachlässigt. Unter Berücksichtigung von Gütekriterien empirischer Forschung wie Repräsentativität, Reabilität und Validität kann der Stand der Forschung nur für den Orchesterbereich als ausgereift bezeichnet werden; die Forschung sowohl im Museums-als auch im Theaterbereich ist derzeit noch rein explorativ ausgelegt. Limitationen der Studie können sich aus der Verwendung der Suchkriterien und damit der potenziellen Nichtberücksichtigung eigentlich relevanter Beiträge ergeben.

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Front-line responses to customer orientation programmes: a theoretical and empirical analysis

Cited by 97 publications

References 4 publications

Frontline employees' views on organizational factors that affect the delivery of service quality in call centers

Frontline employees' views on organizational factors that affect the delivery of service quality in call centers

How Leadership Styles Influence Commitment to Service Quality (CSQ): A Case Study of Hospitals of Sindh Pakistan

Empirische Forschung zum Personalmanagement in Kulturbetrieben: Ein Literaturüberblick

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