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Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective

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  • Barbara R. Lewis
  • GARD O.S. GABRIELSEN

Abstract

The article concentrates on intra-organisational aspects in the implementation of service quality management. Literature review is followed by presentation of an empirical investigation, in financial services in Norway, in which the perspective of front- line employees, regarding recent service quality initiatives, is measured.

Suggested Citation

  • Barbara R. Lewis & GARD O.S. GABRIELSEN, 1998. "Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective," The Service Industries Journal, Taylor & Francis Journals, vol. 18(2), pages 64-89, April.
    • Handle: RePEc:taf:servic:v:18:y:1998:i:2:p:64-89
    DOI: 10.1080/02642069800000019
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    Cited by:

    1. Chian-Son Yu, 2008. "Assessing and differentiating the quality of Internet-based services: a case of online banking in Taiwan," The Service Industries Journal, Taylor & Francis Journals, vol. 28(5), pages 581-602, June.
    2. Meenakshi Khanna & Vandana Maini, 2013. "A Study of Work Exhaustion in Frontline Bank Employees," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 38(1-2), pages 1-23, February.
    3. Tri Ho Thanh & Nga Vo Thi & Sipko Juraj, 2019. "Predicting overall Staffs’ Creativity and Innovative Work Behavior in Banking," Management & Marketing, Sciendo, vol. 14(2), pages 188-202, June.
    4. Munawar Javed Ahmad & Norzieirani bt. Ahmad & Nazlina Zakaria, 2018. "Service Recovery Performance: A Critical Review of Literature," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(3), pages :390-411, September.
    5. Mathew, Jossy & Ogbonna, Emmanuel & Harris, Lloyd C., 2012. "Culture, employee work outcomes and performance: An empirical analysis of Indian software firms," Journal of World Business, Elsevier, vol. 47(2), pages 194-203.

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