INTRA-ORGANIZATIONAL ASPECTS OF SERVICE QUALITY MANAGEMENT - THE EMPLOYEES PERSPECTIVE

Authors
LEWIS BR GABRIELSEN GOS
Citation
Br. Lewis et Gos. Gabrielsen, INTRA-ORGANIZATIONAL ASPECTS OF SERVICE QUALITY MANAGEMENT - THE EMPLOYEES PERSPECTIVE, Service industries journal, 18(2), 1998, pp. 64-89
Citations number
85
Categorie Soggetti
Management
Journal title
Service industries journal → ACNP
ISSN journal
02642069
Volume
18
Issue
2
Year of publication
1998
Pages
64 - 89
Database
ISI
SICI code
0264-2069(1998)18:2<64:IAOSQM>2.0.ZU;2-Q
Abstract
The article concentrates on intra-organisational aspects in the implem entation of service quality management. Literature review is followed by presentation of an empirical investigation, in financial services i n Norway, in which the perspective of frontline employees, regarding r ecent service quality initiatives, is measured.