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Enhancement of Service Quality with Job Standardisation

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  • Y-M. Hsieh
  • A-T. Hsieh

Abstract

This empirical study examines the relationship between job standardisation and service quality. Data used herein comes from service contact-employees and customers at 105 branches of 35 service-oriented firms in Taiwan. Results obtained from three different levels of data, i.e. service contact-employees, customers and branches, indicate that job standardisation is positively related to the perception of service quality. This finding corresponds to a conceptual model of service quality developed by Parasuraman, Zeithaml and Berry 1985:45. In addition, we speculate that service contact-employees meet with situations involving task uncertainty that moderate the relation between job standardisation and service quality as perceived by customers; however, this hypothesis is not supported by our empirical results. Furthermore, results of this study indicate that customers who are unacquainted with a service or product believe job standardisation influences.

Suggested Citation

  • Y-M. Hsieh & A-T. Hsieh, 2001. "Enhancement of Service Quality with Job Standardisation," The Service Industries Journal, Taylor & Francis Journals, vol. 21(3), pages 147-166, July.
    • Handle: RePEc:taf:servic:v:21:y:2001:i:3:p:147-166
    DOI: 10.1080/714005029
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    Cited by:

    1. Wieslaw Urban, 2012. "How to translate a service system into customers' quality experience? (Jak przelozyc system uslugowy na doswiadczenia jakosci klientow?)," Problemy Zarzadzania, University of Warsaw, Faculty of Management, vol. 10(37), pages 160-179.
    2. Morné Weyers & Louis Louw, 2017. "Framework for the classification of service standardisation," The Service Industries Journal, Taylor & Francis Journals, vol. 37(7-8), pages 409-425, June.
    3. Omar Chehab & Shiva Ilkhanizadeh & Mona Bouzari, 2021. "Impacts of Job Standardisation on Restaurant Frontline Employees: Mediating Effect of Emotional Labour," Sustainability, MDPI, vol. 13(3), pages 1-17, February.

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