Cutting Corners and Working Overtime: Quality Erosion in the Service Industry

Cutting Corners and Working Overtime: Quality Erosion in the Service Industry

The erosion of service quality throughout the economy is a frequent concern in the popular press. The American Customer Satisfaction Index for services fell in 2000 to 69.4%, down 5 percentage points from 1994. We hypothesize that the characteristics of services— inseparability, intangibility, and labor intensity—interact with management practices to bias service providers toward reducing the l...

Cutting Corners

Working overtime hours: relations with fatigue, work motivation, and the quality of work.

OBJECTIVES We sought to better understand the relationship between overtime and mental fatigue by taking into account work motivation and the quality of overtime work and studying theoretically derived subgroups. METHODS We conducted a survey-study among a representative sample of the Dutch full-time workforce (n = 1807). The prevalence of overtime work and the associations between overtime a...

the investigation of the relationship between type a and type b personalities and quality of translation

چکیده ندارد.

this study investigated the relationship between quality of work life and organization citizenship behavior from the viewpoint of teachers in high schools in tehran city.

چکیده هدف از پژوهش حاضر بررسی رابطه کیفیت زندگی کاری و رفتار شهروندی سازمانی در مدارس مقطع متوسطه پسرانه شهر تهران از دیدگاه دبیران بود. روش پژوهش حاضر توصیفی و از نوع همبستگی بود. از بین دبیران مدارس شهر تهران تعداد 380 نفر به روش نمونه گیری خوشه ای چند مرحله ای به عنوان نمونه پژوهش انتخاب شدند و با تکمیل پرسشنامه ی کیفیت زندگی کاری والتون(1975) و پرسشنامه ی رفتار شهروندی سازمانی پودساکو...