IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v21y2001i3p147-166.html
   My bibliography  Save this article

Enhancement of Service Quality with Job Standardisation

Author

Listed:
  • Y-M. Hsieh
  • A-T. Hsieh

Abstract

This empirical study examines the relationship between job standardisation and service quality. Data used herein comes from service contact-employees and customers at 105 branches of 35 service-oriented firms in Taiwan. Results obtained from three different levels of data, i.e. service contact-employees, customers and branches, indicate that job standardisation is positively related to the perception of service quality. This finding corresponds to a conceptual model of service quality developed by Parasuraman, Zeithaml and Berry 1985:45. In addition, we speculate that service contact-employees meet with situations involving task uncertainty that moderate the relation between job standardisation and service quality as perceived by customers; however, this hypothesis is not supported by our empirical results. Furthermore, results of this study indicate that customers who are unacquainted with a service or product believe job standardisation influences.

Suggested Citation

  • Y-M. Hsieh & A-T. Hsieh, 2001. "Enhancement of Service Quality with Job Standardisation," The Service Industries Journal, Taylor & Francis Journals, vol. 21(3), pages 147-166, July.
    • Handle: RePEc:taf:servic:v:21:y:2001:i:3:p:147-166
    DOI: 10.1080/714005029
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/714005029
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/714005029?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Morné Weyers & Louis Louw, 2017. "Framework for the classification of service standardisation," The Service Industries Journal, Taylor & Francis Journals, vol. 37(7-8), pages 409-425, June.
    2. Omar Chehab & Shiva Ilkhanizadeh & Mona Bouzari, 2021. "Impacts of Job Standardisation on Restaurant Frontline Employees: Mediating Effect of Emotional Labour," Sustainability, MDPI, vol. 13(3), pages 1-17, February.
    3. Wieslaw Urban, 2012. "How to translate a service system into customers' quality experience? (Jak przelozyc system uslugowy na doswiadczenia jakosci klientow?)," Problemy Zarzadzania, University of Warsaw, Faculty of Management, vol. 10(37), pages 160-179.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:21:y:2001:i:3:p:147-166. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.