Enhancement of service quality with job standardisation

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. Resul ts obtained from three different levels of data, i.e. service contact-emplo yees, customers and branches, indicate that job standardisation is positive ly related to the perception of service quality. This finding corresponds t o a conceptual model of sen,ice quality developed by, Parasuraman, Zeithaml and Berry 1985:45. lit addition, we speculate that service contact-employe es meet with situations involving task uncertainty that moderate the relati on between job standardisation and service quality as perceived by customer s; however, this hypothesis is not supported by our empirical results. Furt hermore, results of this study indicate that customers who are unacquainted with a service or product believe job standardisation influences service q uality.