High-contact service industries are characterized by close interaction between service employees and customers, and diverse customer needs. Such characteristics pose a great challenge to the delivery of services of superior quality. In this research we conceptually explore and empirically examine several attitudinal and motivational factors of customer-contact employees, and the management style of managers as antecedents to service quality in high-contact service sectors. Based on dyadic data collected from 230 service firms in Hong Kong, we examine the relationships among transformational leadership, transactional leadership, affective organizational commitment, learning goal orientation, performance goal orientation, and service quality....
The main objective of this study was to investigate variables such as personality traits, goal orien...
This paper is concerned with the ways in which transactional and transformational leadership styles ...
This paper aims to investigate the relationship between different leadership styles, specifically tr...
Purpose: The aim of this study is to test whether store-level transformational leadership influences...
Based on the traditional service triangle, this study proposes a conceptual model of the relationshi...
Much of the existing research into the effectiveness of managing quality in both manufacturing and s...
Purpose – This paper aims to explore the mediating role of effective employee involvement in thelink...
This study examines how shop managers’ attitudes toward customers are transferred to sales employees...
This paper is concerned with the effects that leadership styles (i.e., transactional and transformat...
Although servant leadership has been acknowledged as an important predictor of employees’ behavioral...
PurposeThe purpose of this paper is to explore how task- and relation-oriented customers co-create h...
The service literature highlights the importance of organizational leaders in creating an organizati...
In service contexts, leaders’ efforts to maintain and enhance employees’ service quality are vital t...
The discipline of operations management (OM) has long been offering differing quantitative technique...
This study assesses the importance of customer-contact intensity at the service encounter level as a...
The main objective of this study was to investigate variables such as personality traits, goal orien...
This paper is concerned with the ways in which transactional and transformational leadership styles ...
This paper aims to investigate the relationship between different leadership styles, specifically tr...
Purpose: The aim of this study is to test whether store-level transformational leadership influences...
Based on the traditional service triangle, this study proposes a conceptual model of the relationshi...
Much of the existing research into the effectiveness of managing quality in both manufacturing and s...
Purpose – This paper aims to explore the mediating role of effective employee involvement in thelink...
This study examines how shop managers’ attitudes toward customers are transferred to sales employees...
This paper is concerned with the effects that leadership styles (i.e., transactional and transformat...
Although servant leadership has been acknowledged as an important predictor of employees’ behavioral...
PurposeThe purpose of this paper is to explore how task- and relation-oriented customers co-create h...
The service literature highlights the importance of organizational leaders in creating an organizati...
In service contexts, leaders’ efforts to maintain and enhance employees’ service quality are vital t...
The discipline of operations management (OM) has long been offering differing quantitative technique...
This study assesses the importance of customer-contact intensity at the service encounter level as a...
The main objective of this study was to investigate variables such as personality traits, goal orien...
This paper is concerned with the ways in which transactional and transformational leadership styles ...
This paper aims to investigate the relationship between different leadership styles, specifically tr...