The influence of types of training on service system performance in mass service and service shop operations
This research specifically examines the direct and indirect effects of job specific training and training in quality management techniques, on service system performance. To further explicate these relationships and to provide more specific managerial relevance, we examine these relationships across two common, but under-researched types of service processes, i.e., mass services and service shops. Survey data collected from 281 service firms in China was analyzed utilizing a Partial Least Squares (PLS) approach to structural equation modeling and multi-group model comparisons. Our results indicate that in generic service settings, quality management related training has a larger positive impact on service system performance than does job specific training. However, this effect is not universal. In “Service Shop” settings, job specific training was found to have a larger impact on service system performance, while in “Mass Service” settings quality management training was found to have the higher total impact on service system performance. This study is the first to distinguish between job specific training and quality management training and their differential effects on employee capability and service system performance. Additionally, through examining these relationships across two under-researched service process types, not only are greater managerial insights gained, but also the context-specific nature of our findings is further explicated. Finally, the emerging importance of China in global operations makes this study all the more important.
If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
As the access to this document is restricted, you may want to look for a different version under "Related research" (further below) or search for a different version of it.
References listed on IDEAS
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Jang, Jaejin & Liu, C. Richard, 1993. "Estimating the reduction in labor hours due to a new technology under uncertain demand," International Journal of Production Economics, Elsevier, vol. 29(2), pages 211-222, March.
- Osman M. Karatepe & Georgiana Karadas, 2011. "The effect of management commitment to service quality on job embeddedness and performance outcomes," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 13(4), pages 614-636, July.
- Rahman, Shams-ur & Bullock, Philip, 2005. "Soft TQM, hard TQM, and organisational performance relationships: an empirical investigation," Omega, Elsevier, vol. 33(1), pages 73-83, February.
- Suresh Chand & Herbert Moskowitz & John Norris & Steve Shade & Deanna Willis, 2009. "Improving patient flow at an outpatient clinic: study of sources of variability and improvement factors," Health Care Management Science, Springer, vol. 12(3), pages 325-340, September.
- Han, Jiqin & Trienekens, Jacques H. & (Onno) Omta, S.W.F., 2011. "Relationship and quality management in the Chinese pork supply chain," International Journal of Production Economics, Elsevier, vol. 134(2), pages 312-321, December.
- Lai, Kee-Hung, 2003. "Market orientation in quality-oriented organizations and its impact on their performance," International Journal of Production Economics, Elsevier, vol. 84(1), pages 17-34, April.
- Tari, Juan Jose & Sabater, Vicente, 2004. "Quality tools and techniques: Are they necessary for quality management?," International Journal of Production Economics, Elsevier, vol. 92(3), pages 267-280, December.
- Richard B. Chase & David A. Tansik, 1983. "The Customer Contact Model for Organization Design," Management Science, INFORMS, vol. 29(9), pages 1037-1050, September.
- Lemoine, Francoise & Unal-Kesenci, Deniz, 2004. "Assembly Trade and Technology Transfer: The Case of China," World Development, Elsevier, vol. 32(5), pages 829-850, May.
- Calabrese, Armando, 2012. "Service productivity and service quality: A necessary trade-off?," International Journal of Production Economics, Elsevier, vol. 135(2), pages 800-812.
- Sadikoglu, Esin & Zehir, Cemal, 2010. "Investigating the effects of innovation and employee performance on the relationship between total quality management practices and firm performance: An empirical study of Turkish firms," International Journal of Production Economics, Elsevier, vol. 127(1), pages 13-26, September.
- Botta-Genoulaz, Valerie & Millet, Pierre-Alain, 2006. "An investigation into the use of ERP systems in the service sector," International Journal of Production Economics, Elsevier, vol. 99(1-2), pages 202-221, February.
- Rogelio Oliva & John D. Sterman, 2001. "Cutting Corners and Working Overtime: Quality Erosion in the Service Industry," Management Science, INFORMS, vol. 47(7), pages 894-914, July.
When requesting a correction, please mention this item's handle: RePEc:eee:proeco:v:138:y:2012:i:1:p:183-194. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Shamier, Wendy)
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.