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http://dx.doi.org/10.7737/KMSR.2012.29.1.115

The Effect of Total Quality Management on Service Encounter Employees’ Attitude and Service Performance  

Ju, Ki-Jung (계명대학교 경영학과)
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Korean Management Science Review / v.29, no.1, 2012 , pp. 115-129 More about this Journal
Abstract
Service Encounter employees play a crucial role in service delivery and building relationships with customers and their attitudes and behaviors towards customers determine customers' perceived service quality and satisfaction. Past research indicates that TQM managerial practices are a critical determinant of employee's attitude and performance in the workplace. Therefore, this study investigates a model examining the relationship among TQM, employees' attitude and service performance in a hospital. Our measurement results were acceptable in terms of reliability and validity. The statistical testing shows significance on the positive relationship in the sequential order of TQM, employee's attitude and service performance. In conclusion, the theoretical and practical implications of this study were discussed, along with its limitations.
Keywords
TQM; Employee's Attitude; Service Performance; Service Behavior; Service Recovery;
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