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Titolo:
Quality of work life and performance - An ad hoc investigation of two key elements in the service profit chain model
Autore:
Lau, RSM;
Indirizzi:
Univ S Dakota, Sch Business, Vermillion, SD 57069 USA Univ S Dakota Vermillion SD USA 57069 Business, Vermillion, SD 57069 USA
Titolo Testata:
INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT
fascicolo: 5, volume: 11, anno: 2000,
pagine: 422 - 437
SICI:
0956-4233(2000)11:5<422:QOWLAP>2.0.ZU;2-L
Fonte:
ISI
Lingua:
ENG
Soggetto:
RESOURCE MANAGEMENT-PRACTICES; CUSTOMER SATISFACTION; EMPLOYEE TURNOVER; PROFITABILITY; IMPACT; FIRMS;
Keywords:
profit; service organizations; quality or working life; profitability;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Social & Behavioral Sciences
--discip_BC--
Citazioni:
51
Recensione:
Indirizzi per estratti:
Indirizzo: Lau, RSM Univ S Dakota, Sch Business, Vermillion, SD 57069 USA Univ S Dakota Vermillion SD USA 57069 , Vermillion, SD 57069 USA
Citazione:
R.S.M. Lau, "Quality of work life and performance - An ad hoc investigation of two key elements in the service profit chain model", INT J S IND, 11(5), 2000, pp. 422-437

Abstract

Service profit chain is a well-received model to explain the sustainable competitiveness of many service organizations The model attributes a serviceorganization's financial and market performance to its relationships with its customers and employees. According to the service profit chain, internal service quality serves the foundation of the model and it ignites a chaineffect leading to an organization's growth and profitability in the end The purpose of this study is to provide an ad hoc analysis of two hey elements of the service profit chain. Specifically, this research explores the direct linkage between performance in growth and profitability and quality of work life, which is a proxy for internal service quality in the service profit chain model, The performance of companies with a reputation of high quality of work life weve contrasted to a control group of S&P 500 companies using COMPUSTAT data.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 04/07/20 alle ore 14:44:05