Quality in the work environment: A prerequisite for success in new service development

Managing Service Quality: An International Journal

Volumn 13, Issue 2, 2003, Pages 148-163

  Edvardsson, Bo ^a   Gustavsson, Bengtove ^a  

^a KARLSTAD UNIVERSITY   (Sweden)

Author keywords

Job satisfaction; Participation; Service quality; Working conditions

Indexed keywords

EID: 84986108390     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520310466851     Document Type: Article

References (41)

1. Abiala, K. and Ahrne, G. (1995), “Privata tjänster och privata känslor”, in Ed. Svensson, L.G. and Ed. Orban, P. (Eds), Människan i tjänstesamhället, Studentlitteratur, Lund (in Swedish).
2. Baron, R.A. (1995), “How environmental variables influence behaviour at work”, in Ed. Collett, P. and Ed. Furnham, A. (Eds), Social Psychology at Work, Routledge, London.
3. Bettencourt, L.A. and Gwinner, K. (1996), “Customization of the service experience: the role of the frontline employee”, International Journal of Service Industry Management, Vol. 7 No. 2.
4. Bitner, M.J. (1992), “Servicescapes: the impact of physical surroundings on customers and employees”, Journal of Marketing, Vol. 55, January, pp. 10-25.
5. Bowen, D.E. (1986), “Managing customers as human resources in service organizations”, Human Resource Management, Vol. 25 No. 3, Fall, pp. 371-83.
6. Edvardsson, B., Gustafsson, A., Johnson, M.D. and Sandén, B. (2000), New Service Development and Innovation in the New Economy, Studentlitteratur, Lund.
7. Eriksson, N. (1996), The Psychosocial Work Environment and Illness among Office Workers, Department of Sociology, Umeå University, Umeå.
8. Fuller, L. and Smith, V. (1996), “Consumers’ reports: management by customers in a changing economy”, in Ed. Macdonald, C.L and Ed. Sirianni, C. (Eds), Working in the Service Society, Temple University Press, Philidelphia, PA.
9. Gidhagen, M. (2002), Critical Business Episodes: The Criticality of Damage Adjustment Processes in Insurance Relationships, Department of Business Studies, University of Uppsala, Uppsala.
10. Gustavsson, B.O. (1997), “Det goda tjänstearbetet”, Forskningsrapport 97:15, Centrum för tjänsteforskning, Högskolan i Karlstad (in Swedish).
11. Henderson, G. (1996), Human Relations Issues in the Management, Quorum Books, London.
12. Hochschild, A. (1983), The Managed Heart. Commercialization of Human Feeling, University of California Press, Berkeley, CA.
13. Järvholm, B. (Ed.) (1996), Arbetsliv och hälsa – en kartläggning, Arbetsskyddsstyrelsen, Arbetslivsinstitutet, Rådet för arbetslivsforskning, Stockholm (in Swedish).
14. Johne, A. and Storey, C. (1998), “New service development: a review of the literature and annotated bibliography”, European Journal of Marketing, Vol. 32 Nos 3-4, pp. 184-251.
15. Johnston, R. (1995), “The determinants of service quality: satisfiers and dissatisfiers”, International Journal of Service Industry Management, Vol. 6 No. 5.
16. Leidner, R. (1993), Fast Food, Fast Talk. Service Work and Routinization of Everyday Life, University of California Press, Berkeley, CA.
17. Leidner, R. (1996), “Rethinking questions of control: lessons from McDonald’s”, in Ed. Macdonald, C.L. and Ed. Sirianni, C. (Eds), Working in the Service Society, Temple University Press, Philidelphia, PA.
18. Lewis, B.R. and Entwistle, T.W. (1990), “Managing the service encounter: a focus on the employees”, International Journal of Service Industry Management, Vol. 2 No. 3, pp. 41-52.
19. Macdonald, C.L. and Sirianni, C. (1996), Working in the Service Society, Temple University Press, Philadelphia, PA.
20. Maslach, C. (1982), Burnout – The Cost of Caring, Prentice-Hall, New York, NY.
21. Normann, R. (1984), Service Management: Strategy and Leadership in Service Business, Wiley, New York, NY.
22. Packendorff, J. (Ed.) (1994), Tjänstesektorn som arbetsplats, Handelshögskolan i Umeå (in Swedish).
23. Parasuraman, A. and Colby, C.L. (2001), Technology Marketing – How and Why Your Customers Adopt Technology, Free Press, New York, NY.
24. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for furure research”, Journal of Marketing, Vol. 49, Fall, pp. 41-50.
25. Schlesinger, L.A. and Heskett, J.L. (1991a), “How does service drive the service company?”, Harvard Business Review, November-December, pp. 146-50.
26. Schlesinger, L.A. and Heskett, J.L. (1991b), “Breaking the cycle of failure in services”, Sloan Management Review, Spring, pp. 18-28.
27. Schou, P. (1991), Arbetsmotivation, Handelshögskolan i Stockholm (in Swedish).
28. Sparks, B.A., Bradley, G.L. and Callen, V.J. (1997), “The impact of staff empowerment and communication style on customer evaluations: the special case of service failure”, Psychology & Marketing, Vol. 14 No. 5.
29. Stenbeck, M. and Gustavsson, B.O. (1980), Förrådsarbetares arbetsmiljö. Del 1. Teoretisk referensram, FOA, Stockholm (in Swedish).
30. Stymne, I. (1991), “Klientrelaterat arbete”, in Lennerlöf, L. (Ed.), Människan i arbetslivet: Beteendevetenskaplig arbetsmiljöforskning, Allmänna förlaget, Stockholm (in Swedish).
31. Tax, S.S. and Stuart, I. (1997), “Designing and implementing new services: the challenges of integrating service systems”, Journal of Retailing, Vol. 73 No. 1, pp. 105-34.
32. Bitner, M.J. (1990), “Evaluating service encounters: the effects of physical surroundings and employee responses”, Journal of Marketing, Vol. 54, pp. 69-82.
33. Bitner, M.J., Brown, S.W. and Meuter, M.L. (2000), “Technology infusion in service encounters”, Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 138-49.
34. Bitner, M.J., Meuter, M.L., Ostrom, A.L. and Roundtree, R.I. (1998), “Self-service technologies: a critical incident investigation of technologically-based service encounters”, Arizona State University, Tempe, AZ (unpublished).
35. Edvardsson, B. (1997), “Quality in new service development: key concepts and a frame of reference”, International Journal of Production Economics, Vol. 52, pp. 31-46.
36. Edvardsson, B. and Magnusson, L. (1988), Tjänstesverige, Studentlitteratur, Lund (in Swedish).
37. Eriksson, B. (1993), “Vad händer med arbetet?”, Forskningsrapport 93:2, Arbetsvetenskap, Högskolan i Karlstad och Sociologiska Institutionen, Göteborgs Universitet (in Swedish).
38. Johnson, M.D. and Gustafsson, A. (2000), Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System, Jossey-Bass, San Francisco, CA.
39. Kelly, D. and Storey, C. (2000), “New service development: initiation strategies”, International Journal of Service Industry Management, Vol. 11 No. 1, pp. 45-62.
40. Lash, S. and Urry, J. (1988), The End of Organized Capitalism, Polity Press, Cambridge.
41. Schneider, B. and Brown, D.E. (1984), “New service design, development, and implementation and the employee”, in Ed. George, W.R. and Ed. Marshal, C.E. (Eds), Developing New Services, American Marketing Association, Chicago, IL.