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題名：Promoting Service Quality with Employee Empowerment in Tourist Hotels: The Role of Service Behavior
書刊名：Asia Pacific Management Review
作者：Tsaur, Sheng-hshiung／Chang, Hsin-mei／Wu, Cheng-shiung
出版日期：2004
卷期：9:3
頁次：頁435-461
主題關鍵詞：Employee empowerment；Service quality；Service behavior；Tourist hotel
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:3
  • 點閱點閱:25
Although some prior studies have discussed the relationship between employee empowerment and service quality, this study is the first empirical study to examine how service behavior mediates the relationship between employee empowerment and service quality in the tourist hotel. To link the viewpoints of organization and customer and appropriately reflect the true relationships among dimensions, we measure the dimensions of employee empowerment and service behavior from the employees' viewpoint, and the service quality dimension from the customers' viewpoint. The results indicate that the more empowerment the employees perceive, the better service quality customers perceive. In addition, the findings reveal that the relationship between employee empowerment and service quality exert a mediating effect. Implications for managerial practice and directions for further research are discussed.
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圖書
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圖書論文
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