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Macau Periodical Index (澳門期刊論文索引)
- Author
- Lei, Ka Lin
- Title
- Identifying underlying dimensions of the service quality climate: A grounded theory approach
- Journal Name
- Euro Asia Journal of Management
- Pub. Info
- Dec. 2004, Vol.14, No.2, pp. 185-203
- Abstract
- Abstract : Service is an experience, a performance, or a process. Quality of service is defined as an interactive experience between customers and service providers. Frontline employees act as part-time marketers to deliver service quality to customers and obtain feedback from them. Airport ground handling services involve a high level of customer contact. The aim of this study is to identify, from the perspective of frontline employees, some key factors which contribute to maintaining a high-level service quality climate in such a service site . Through a qualitative approach mainly based on grounded theory methodology, a series of in-depth interviews were conducted with the staff of an airport ground handling service company. Six major categories emerged from the analysis which provide insights as to the theoretical aspects of the service quality climate construct. Paragraph Headings: 1. Introduction 2. Service quality climate 3. Internal customer satisfaction and the role of frontline supervisors 4. Conceptural foundation of the research 5. Case study methodology 5.1. Research design 5.1.1. Phase one 5.1.2. Phase two 5.1.3. Phase three 6. Analysis and discussion 7. Care about your employees' feelings 8. Provide the right training at the right time 9. Appropriate appraisal and promotion system 10. Empower frontline employees to meet customer needs 11. Solve problems with your employees 12. Keep frontline employees informed 13. Conclusion Figures: 1. Elements contributing to a high-level service quality climate