Quality of work life and performance – An <i>ad hoc</i> investigation of two key elements in the service profit chain model

Lau, Ronald Siu Man

doi:10.1108/09564230010360164

Cited by 106 publications

(84 citation statements)

References 25 publications

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“…In the same line of research, the studies of Yingzi et al (2005) in the Chinese insurance sector and Lau (2000), that explored the relationship between profitability and quality of life at work with data of 28 American service companies, confirm the results obtained in the present study referring to clusters 1 and 4, that, even having focused on profitability and not on the retention rate, confirmed the existence of the relation between customers and employees´ satisfaction.…”

Section: Cluster Analysessupporting

confidence: 88%

Service Profit Chain in the Technical Assistance Environment: an Exploratory Study

Barbosa

Leone

Souza

et al. 2010

JOSCM

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One of the strongest relationships among the elements of Heskett, Sasser and Schlesinger's service profit chain is verified between employee satisfaction and client's satisfaction. This paper reports the results of an exploratory study on the Brazilian operation of a world-wide leader of elevator technical assistance, in which the relationship between these two elements and their influence on the client retention rate was evaluated. The research data were treated with statistical discriminant and cluster analysis. The findings identified the relationship between employee and client satisfaction in 25 of the 27 business units studied. On the other hand, the factor that largely influences the client retention rate in this business environment is client satisfaction, while employee satisfaction is almost null. The results have important academic and managerial implications, given the limited amount of studies in this area and drive actions for the business success.

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Section: Cluster Analysessupporting

confidence: 88%

Service Profit Chain in the Technical Assistance Environment: an Exploratory Study

Barbosa

Leone

Souza

et al. 2010

JOSCM

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“…Pay, satisfaction, and promotion opportunities also influence performance (Herzberg, 1966;Hallowell, Schlesinger & Zornitsky, 1996;Lau, 2000). Carlsen (2003) believes that a motivated workforce is essential, as the complete participation of employees will inevitably drive the profitability of the organization.…”

Section: Organisational Rewardsmentioning

confidence: 99%

Internal Marketing Activities in Higher Education

Altarifi¹

2014

IJBM

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The aim of this paper is to develop valid measurements to investigate the concept of 'Internal Marketing' (IM) in higher education institutions (HE). The study confirms that IM in HE can be measured using SIX multi-item components of: Employee Development, Internal Market Research, Internal Communications, Performance Incentives, Management Support and Vision about Excellent Service. The effect of IM on job satisfaction, organizational commitment and student satisfaction was also tested using Smart PLS. However, the findings indicate that although IM has a significant effect on job satisfaction and organizational commitment, its effect is not substantial, which means that there are other drivers of job satisfaction and organizational commitment. Therefore, future research is encouraged to identify those drivers. Moreover, the effect of job satisfaction and organizational commitment on student satisfaction is not substantial, which means that although these two variables are necessary, they are not sufficient conditions to ensure student satisfaction.

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“…Using samples from Standard & Poors 500 companies, Lau (2000) found that QWL companies have a higher growth rate as measured by the five-year trends of sales growth and asset growth. However, the outcome for profitability yield mixed results on Walton's (1974) conceptualisation of QWL.…”

Section: Past Research On Qwlmentioning

confidence: 99%

Investigating the Relationship between Quality of Work Life and Organizational Commitment amongst Employees in Malaysian Firms

Daud¹

2010

IJBM

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Determining the quality of work life (QWL) of employees is an important consideration for employers interested in improving employees' job satisfaction and commitment. The purpose of this paper was to investigate the relationship between quality of work life and organizational commitment among a sample of employees in Malaysia. Seven QWL variables were examined namely growth and development, participation, physical environment, supervision, pay and benefits and social relevance were examined to determine their relationship with organizational commitment. The results showed that there was a relationship between QWL and organizational commitment and provide insights on how Malaysian firms could improve upon their employees' commitment.

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Quality of work life and performance – An ad hoc investigation of two key elements in the service profit chain model

Cited by 106 publications

References 25 publications

Service Profit Chain in the Technical Assistance Environment: an Exploratory Study

Service Profit Chain in the Technical Assistance Environment: an Exploratory Study

Internal Marketing Activities in Higher Education

Investigating the Relationship between Quality of Work Life and Organizational Commitment amongst Employees in Malaysian Firms

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