Delivering quality service: All for one?

Journal of Quality Assurance in Hospitality and Tourism

Volumn 6, Issue 1-2, 2005, Pages 25-42

  Vieira, Armando Luís ^a  

^a UNIVERSITY OF AVEIRO   (Portugal)

Author keywords

Ability to satisfy clients; Co workers' support; Internal relationship marketing; Services marketing; Supervisors' support

Indexed keywords

EID: 33749064117     PISSN: 1528008X     EISSN: 15280098     Source Type: Journal    
DOI: 10.1300/J162v06n01_03     Document Type: Article

References (50)

1. Auty, S. and G. Long, (1999). 'Tribal Warfare and Gaps Affecting Internal Service Quality,' International Journal of Service Industry Management, Vol. 10, No. 1, pp. 7-22.
2. Ballantyne, D. (2000). 'Internal Relationship Marketing: A Strategy for Knowledge Renewal' International Journal of Bank Marketing, Vol. 18, No. 6, pp. 274-286.
3. Berkley, B. and A. Gupta (1995). 'Identifying the Information Requirements to Deliver Quality Service,' International Journal of Service Industry Management, Vol. 6, No. 5, pp. 16-35.
4. Boshoff, C. and G. Mels (1995). 'A Casual Model to Evaluate the Relationships Among Supervision, Role Stress, Organizational Commitment and Internal Service Quality,' European Journal of Marketing, Vol. 29, No. 2, pp. 23-42.
5. Carochinho, J. A. (2002) 'O Contrato Psicológico: Perspectivas e Considerações sobre a sua Origem, Mensuração e suas Consequências', V Simpósio sobre Comportamento Organizacional da Associação Portuguesa de Psicologia. Novembro, Universidade do Minho, Portugal.
6. Church, A. (1995). 'Linking Leadership Behaviours to Service Performance: Do Managers Make a Difference?' Managing Service Quality, Vol. 5, No. 6, pp. 26-31.
7. Costa, A.C. (1999). 'Theoretical Considerations Over Trust: Relevant Aspects for Organizational Behaviour,' Psicologia, Vol. XIII, No. 1-2, pp. 85-98.
8. Costa, A.C., R.A. Roe and T. Taillieu (2001). 'Trust within Teams: The Relation with Performance Effectiveness.' European Journal of Work and Organizational Psychology, Vol. 10, pp. 225-244.
9. Crosby, L. A., K. R. Evans and D. Cowles (1990). 'Relationship Quality in Services Selling: An Interpersonal Influence Perspective,' Journal of Marketing, Vol. 54, July, pp. 68-81.
10. Dillman, D. A. (1978). Mail and Telephone Surveys: The Total Design Method. New York: John Wiley & Sons. Inc.
11. Eiglier, P. and E. Langeard (1987). Servuction-Le Marketing des Services. Paris: McGraw-Hill.
12. Goleman, D. (1999). Trabalhar com Inteligência Emocional, Lisboa: Temas & Debates. (English Edition: 1998, Working with Emotional Intelligence, London: Bloomsbury)
13. Grapentine, T. (2000). 'Path Analysis versus Structural Equation Modelling,' Marketing Research, Vol. 2, No. 3, pp. 12-19.
14. Grönroos, C. (2000). Service Management and Marketing: A Customer Relationship Management Approach, 2nd Edition, Chichester: John Wiley & Sons.
15. Hair, J., R. Anderson, R. Tatham and W. Black (1995). Multivariate Data Analysis, 4th. Edition, London: Prentice Hall International.
16. Heskett, J.L., T.O. Jones, G.W. Loveman, W.E. Sasser, JR and L.A. Schlesinger (1994). 'Putting the Service Profit Chain to Work.' Harvard Business Review, March-April, pp. 164-74.
17. Hill, M. and A. Hill (2000). Investigação por Questionário, Lisboa: Sílabo.
18. Horwitz, F. and M. Neville (1996). 'Organization Design for Service Excellence: A Review of the Literature,' Human Resource Management, Vol. 35, No. 4, pp. 471-92.
19. Huete, L. M. (2000). Serviços & Lucro, Lisboa: Ed. AESE.
20. Iverson, R., C. McLeod and P. Erwin (1996). 'The Role of Employee Commitment and Trust in Service Relationships,' Marketing Intelligence and Planning, Vol. 14, No. 3, pp. 36-44.
21. Kelley, S. W. (1992). 'Developing Customer Orientation Among Service Employees,' Journal of the Academy of Marketing Science, Vol. 20, Winter, pp. 27-36.
22. Kim, W. C. and R. A. Mauborne (1997). 'Fair Process: Managing in the Knowledge Economy,' Harvard Business Review, Vol. 75, No. 4, pp. 65-75.
23. Kinnear, T. and J. Taylor (1991). Marketing Research-An Applied Approach, New York: McGraw-Hill.
24. Kotler, P. (1991). Marketing Management-Analysis, Planning, Implementation and Control, 7th Ed., New Jersey: Prentice-Hall.
25. Law, Christopher M. (2000). 'Delivering the Tourism Product,' Novas Estratégias para o Turismo, Seminário, AEP, Novembro, pp. 151-154.
26. Lindgreen, A. (2001). 'A Framework for Studying Relationship Marketing Dyads,' Qualitative Market Research, Vol.4, No. 2, pp.75-87.
27. Nunnally, J. (1978). Psychometric Theory. 2nd. Edition, New York: McGraw-Hill.
28. Paraskevas, A. (2001). 'Exploring Hotel Internal Service Chains: A Theoretical Approach,' International Journal of Contemporary Hospitality Management, Vol. 13, No. 5, pp. 251-258.
29. Powers, D. and Y. Xie (2000). Statistical Methods for Categorical Data Analysis, London: Academic Press.
30. Redman, T. and B. Mathews (1998). 'Service Quality and Human Resource Management: A Review and Research Agenda,' Personnel Review, Vol. 27, No. 1, pp. 57-77.
31. Rego, A. (2002). Comportamentos de Cidadania nas Organizações-Um Passo na Senda da Excelência? Lisboa: McGraw-Hill.
32. Rego, A., M.T. Carvalho, R. Leite, C. Freire, and A.L. Vieira (2002). 'Empenhamento Organizacional: Uma Versão Alternativa da Dimensionalidade do Constructo.' Submited.
33. Rousseau, D. M. (1995). Psychological Contracts in Organizations-Understanding Written and Unwritten Agreements, London: Sage.
34. Rust, R. T., A. J. Zahorik and T. L. Keiningham (1994). Return on Quality: Measuring the Financial Impact of Your Company's Quest for Quality, Chicago: Irwin.
35. Rust, R. T., G.L. Stewart, H. Miller and D. Pielack (1996). 'The Satisfaction and Retention of Frontline Employees: A Customer Satisfaction Measurement Approach,' International Journal of Service Industry Management, Vol. 7, No. 5, pp. 62-80.
36. Saxe, R. and B. A. Weitz (1982). 'The SOCO Scale: A Mesure of the Customer Orientation of Salespeople,' Journal of Marketing Research, Vol. 19, August, pp. 343-51.
37. Schneider, B. and D. Bowen (1985). 'Employee and Customer Perceptions of Service in Banks: Replication and Extension,' Journal of Applied Psychology, Vol. 70, No. 3, pp. 423-33.
38. Sergeant, A. and S. Frenkel (2000). 'When do Customer Contact Employees Satisfy Customers?' Journal of Service Research, Vol. 3, No. 1, pp. 18.34.
39. Sibley JR, R. E. (1999). The Impact of Relationship Quality on Profitability: A Health Care Services Perspective, PhD Dissertation, College of Business Administratiion, Georgia Sate University.
40. Smith, K., S. Gregory and D. Cannon (1996). 'Becoming an Employer of Choice: Assessing Commitment in the Hospitality Workplace,' International Journal of Contemporary Hospitality Management, Vol. 8, No. 6, pp. 3-9.
41. Storbacka, K., T. Strandvik and C. Gronroos (1994). 'Managing Customer Relationships for Profit: The Dynarnics of Relationship Quality,' International Journal of Service Industry Management, Vol. 5, No. 5, pp. 21-38.
42. Thompson, J. (1996). 'Employee Attitudes, Organizational Performance, and Qualitative Factors Underlying Success,' Journal of Business and Psychology, Vol. 11, No. 2, pp. 171-196.
43. Tyler, T. R. and P. Degoey (1996). 'Trust in Organizational Authorities'in Trust in Organizations: Frontiers of Theory and Research, R. M. Kramer e T. R. Tyler (eds), London: Sage Publications.
44. Tzokas, N., M. Saren and P. Kyziridis (2001). 'Aligning Sales Management and Relationship Marketing in the Services Sector,' The Service Industries Journal, Vol. 21, No. 1, pp. 195-210.
45. Veloutsou, C., M. Saren and N. Tzokas (2002). 'Relationship Marketing-What If...?' European Journal of Marketing, Vol. 36, No. 4, pp. 433-449.
46. Vieira, A. L. (1999). Marketing Relacional na Banca: A Importância das Relações na Gestão de Clientes PME, Tese de Mestrado, Faculdade de Economia da Universidade do Porto.
47. Worsfold, P. (1999). 'HRM, Performance, Commitment and Service Quality in the Hotel Industry,' International Journal of Contemporary Hospitality Management, Vol. 11, No. 7, pp. 340-348.
48. Zeithaml, V., A. Parasuraman and L. Berry (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations, New York: Free Press.
49. Zeithaml, V. and M. J. Bitner (1996). Services Marketing, New York: McGraw-Hill.
50. Zineldin, M. (1999). 'Exploring the Common Ground of Total Relationship Management (TRM) and Total Quality Management (TQM),' Management Decision, Vol. 37, No. 9, pp. 719-728.