Integrating service quality evaluation model to improve employees' satisfaction for high‐tech iindustry

Chen, Shun‐Hsing

doi:10.1002/hfm.20294

Cited by 8 publications

(5 citation statements)

References 23 publications

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“…This category of studies focuses on prioritizing service quality attributes using different decision-making matrices and measurements with alternatives and attributes (Chen 2011;Lin 2010). Shieh et al (2010) identified major criteria of hospital service quality and causal relationships among them in Taiwan using SERVQUAL.…”

Section: Hotel Service Qualitymentioning

confidence: 99%

Data envelopment analysis in service quality evaluation: an empirical study

2014

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Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a single measure for evaluating the multiple-item service quality construct based on the SERVQUAL model. A slack-based measure (SBM) of efficiency with constant inputs is used to calculate the PSQI. In addition, a nonlinear programming model based on the SBM is proposed to delineate an improvement guideline and improve service quality. An empirical study is conducted to assess the applicability of the method proposed in this study. A large number of studies have used DEA as a benchmarking tool to measure service quality. These models do not propose a coherent performance evaluation construct and consequently fail to deliver improvement guidelines for improving service quality. The DEA models proposed in this study are designed to evaluate and improve service quality within a comprehensive framework and without any dependency on external data.

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Section: Hotel Service Qualitymentioning

confidence: 99%

Data envelopment analysis in service quality evaluation: an empirical study

2014

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“…From a service context, Chen () states that employee satisfaction has as great an influence on organizational performance as does customer satisfaction. Many studies identify job satisfaction as an antecedent of organizational commitment (e.g., Baroudi, ; Korunka, Hoonakker, & Carayon, ; Lum et al., ; Mueller & Price, ; Tett & Meyer, ; Wallace, ).…”

Section: Organizational Commitment and Job Satisfaction In The Hotel mentioning

confidence: 99%

Dimensions of Employee Satisfaction as Determinants of Organizational Commitment in the Hotel Industry

García-Almeida

Monroy

Pérez

2014

Hum Ftrs & Erg Mfg Svc

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In today's dynamic environment, the role of employees and their level of organizational commitment are becoming increasingly important for business success, which is especially relevant for the service industry in general and for the tourism sector in particular because of problems associated with employee turnover, loyalty strategies with the customer, and so forth. Employee satisfaction is considered an essential ingredient for developing organizational commitment. The main purpose of this study is to analyze the influence of different facets of employee job satisfaction, that is, job conditions, reward system, relations with superiors and co‐workers, organizational human resources (HR) policies, on employees’ organizational commitment in the hotel industry. The research hypotheses are tested with a sample of 760 hotel employees on Gran Canaria, Spain. The results show the relevance of the working conditions, direct rewards, relationships with managers, and the HR policies in order to develop a high level of organizational commitment.

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“…Authors propose a five levels maturity model (Duffy, 2002) Table 2 shows these maturity levels and practices, and actions recommended to achieve level 1 and level 2 of the model (those are relevant to these paper). According to Chen exist a deficiency of service quality research and the relationship between quality attributes, the relative satisfaction level of the employees and the resources available for improvement these attributes (Chen, 2012). The model presented recognizes the importance of the HR view and the impact in service quality.…”

Section: Smesmentioning

confidence: 99%

IT Governance and Human Resources Management: A Framework for SMEs

Garbarino-Alberti

2013

International Journal of Human Capital and Information Technology Professionals

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Information Technology (IT) plays an important role in organizations, particularly in small and medium-sized enterprises (SMEs). These firms have a simple structure with less specialized tasks and tight human, financial and material resources, so it is particularly important to use an appropriate IT governance framework (ITG) to such enterprises. This paper shows the results of applying an ITG framework designed for SMEs in a case study focused on IT Human Resources (IT HR) and the lessons learned. Conclusions highlight the importance of the quality of IT HR along with the key role played by related enterprise policies.

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Integrating service quality evaluation model to improve employees' satisfaction for high‐tech iindustry

Cited by 8 publications

References 23 publications

Data envelopment analysis in service quality evaluation: an empirical study

Data envelopment analysis in service quality evaluation: an empirical study

Dimensions of Employee Satisfaction as Determinants of Organizational Commitment in the Hotel Industry

IT Governance and Human Resources Management: A Framework for SMEs

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