Service acculturation: a dyadic study of managerial and employee effects upon service firm performance

Andrew M. Farrell; Anne L. Souchon

Service acculturation: a dyadic study of managerial and employee effects upon service firm performance

Marketing & Strategy

Research output: Unpublished contribution to conference › Unpublished Conference Paper › peer-review

Abstract

The majority of previous research into service quality and services marketing has concentrated upon the measurement of service quality outcomes, rather than the enhancement of the process by which service is delivered. In this study a conceptual model of the service acculturation process is proposed, modelling the input of service managers and employees in the delivery of service quality to customers. The conceptualisation is then empirically tested utilising a dyadic study of the New Zealand hotel industry. Results indicate that 1) a strong commitment to service is important for both managers and employees; and 2) that employees’ teamwork may have an adverse effect on perceived quality of customer service. Implications of the results and future research directions are subsequently discussed.

Original language	English
Publication status	Published - 2003
Event	Australia and New Zealand Marketing Academy Conference 2003 - Adelaide, Australia Duration: 1 Dec 2003 → 3 Dec 2003

Conference

Conference	Australia and New Zealand Marketing Academy Conference 2003
Abbreviated title	ANZMAC 2003
Country/Territory	Australia
City	Adelaide
Period	1/12/03 → 3/12/03

Keywords

service behaviours
service quality
service commitment
firm performance

Access to Document

Service acculturation

1 Unpublished Conference Paper

The service leadership scale: a substantive validity test
Farrell, A. M. & Souchon, A. L., 2003.
Research output: Unpublished contribution to conference › Unpublished Conference Paper › peer-review

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Cite this

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title = "Service acculturation: a dyadic study of managerial and employee effects upon service firm performance",

abstract = "The majority of previous research into service quality and services marketing has concentrated upon the measurement of service quality outcomes, rather than the enhancement of the process by which service is delivered. In this study a conceptual model of the service acculturation process is proposed, modelling the input of service managers and employees in the delivery of service quality to customers. The conceptualisation is then empirically tested utilising a dyadic study of the New Zealand hotel industry. Results indicate that 1) a strong commitment to service is important for both managers and employees; and 2) that employees{\textquoteright} teamwork may have an adverse effect on perceived quality of customer service. Implications of the results and future research directions are subsequently discussed.",

keywords = "service behaviours, service quality, service commitment, firm performance",

author = "Farrell, {Andrew M.} and Souchon, {Anne L.}",

year = "2003",

language = "English",

note = "Australia and New Zealand Marketing Academy Conference 2003, ANZMAC 2003 ; Conference date: 01-12-2003 Through 03-12-2003",

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T1 - Service acculturation

T2 - Australia and New Zealand Marketing Academy Conference 2003

AU - Farrell, Andrew M.

AU - Souchon, Anne L.

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N2 - The majority of previous research into service quality and services marketing has concentrated upon the measurement of service quality outcomes, rather than the enhancement of the process by which service is delivered. In this study a conceptual model of the service acculturation process is proposed, modelling the input of service managers and employees in the delivery of service quality to customers. The conceptualisation is then empirically tested utilising a dyadic study of the New Zealand hotel industry. Results indicate that 1) a strong commitment to service is important for both managers and employees; and 2) that employees’ teamwork may have an adverse effect on perceived quality of customer service. Implications of the results and future research directions are subsequently discussed.

AB - The majority of previous research into service quality and services marketing has concentrated upon the measurement of service quality outcomes, rather than the enhancement of the process by which service is delivered. In this study a conceptual model of the service acculturation process is proposed, modelling the input of service managers and employees in the delivery of service quality to customers. The conceptualisation is then empirically tested utilising a dyadic study of the New Zealand hotel industry. Results indicate that 1) a strong commitment to service is important for both managers and employees; and 2) that employees’ teamwork may have an adverse effect on perceived quality of customer service. Implications of the results and future research directions are subsequently discussed.

KW - service behaviours

KW - service quality

KW - service commitment

KW - firm performance

M3 - Unpublished Conference Paper

Y2 - 1 December 2003 through 3 December 2003

ER -

Service acculturation: a dyadic study of managerial and employee effects upon service firm performance

Abstract

Conference

Keywords

Access to Document

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Research output

The service leadership scale: a substantive validity test

Cite this