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ArticleJob standardization and service quality: The mediating role of prosocial service behaviors

Sheng‐Hshiung Tsaur2014

Article2014

Job standardization and service quality: The mediating role of prosocial service behaviors

Sheng‐Hshiung Tsaur · Chih‐Hung Wang · Chang‐Hua Yen · Liu Yi-chun

75 citations·0/0 files stored·International Journal of Hospitality Management

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Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Emotional Labor in Professions

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988On the Evaluation of Structural Equation Models 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1992Measuring Service Quality: A Reexamination and Extension 1993Market Orientation: Antecedents and Consequences 2017The Motivation to Work

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Details

Year2014

Typearticle

Published2014-05-04

VenueInternational Journal of Hospitality Management

ISSN-L0278-4319

Languageen

Citations75

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.ijhm.2014.04.004

openalex_workW2071913528

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2022How and when authentic leadership promotes prosocial service behaviors: A moderated mediation model

2019The effects of leadership style on service quality: enrichment or depletion of innovation behaviour and job standardisation

2021Stay away from fickle supervisor! Supervisors’ behavioral fluctuation diminishing the effect of job embeddedness on employees’ service behavior