Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/19052
DC Field | Value | Language |
---|---|---|
dc.contributor | Department of Logistics and Maritime Studies | en_US |
dc.creator | Yee, RWY | en_US |
dc.creator | Lee, PKC | en_US |
dc.creator | Yeung, ACL | en_US |
dc.creator | Cheng, TCE | en_US |
dc.date.accessioned | 2014-12-19T06:56:46Z | - |
dc.date.available | 2014-12-19T06:56:46Z | - |
dc.identifier.issn | 0925-5273 | en_US |
dc.identifier.uri | http://hdl.handle.net/10397/19052 | - |
dc.language.iso | en | en_US |
dc.publisher | Elsevier | en_US |
dc.rights | © 2011 Elsevier B.V. All rights reserved. | en_US |
dc.rights | © 2011. This manuscript version is made available under the CC-BY-NC-ND 4.0 license http://creativecommons.org/licenses/by-nc-nd/4.0/. | en_US |
dc.rights | The following publication Yee, R. W. Y., Lee, P. K. C., Yeung, A. C. L., & Cheng, T. C. E. (2013). The relationships among leadership, goal orientation, and service quality in high-contact service industries: An empirical study. International Journal of Production Economics, 141(2), 452-464 is available at https://dx.doi.org/10.1016/j.ijpe.2011.12.012. | en_US |
dc.subject | Learning goal orientation | en_US |
dc.subject | Performance goal orientation | en_US |
dc.subject | Service quality | en_US |
dc.subject | Transactional leadership | en_US |
dc.subject | Transformational leadership | en_US |
dc.title | The relationships among leadership, goal orientation, and service quality in high-contact service industries : an empirical study | en_US |
dc.type | Journal/Magazine Article | en_US |
dc.identifier.spage | 452 | en_US |
dc.identifier.epage | 464 | en_US |
dc.identifier.volume | 141 | en_US |
dc.identifier.issue | 2 | en_US |
dc.identifier.doi | 10.1016/j.ijpe.2011.12.012 | en_US |
dcterms.abstract | High-contact service industries are characterized by close interaction between service employees and customers, and diverse customer needs. Such characteristics pose a great challenge to the delivery of services of superior quality. In this research we conceptually explore and empirically examine several attitudinal and motivational factors of customer-contact employees, and the management style of managers as antecedents to service quality in high-contact service sectors. Based on dyadic data collected from 230 service firms in Hong Kong, we examine the relationships among transformational leadership, transactional leadership, affective organizational commitment, learning goal orientation, performance goal orientation, and service quality. We find that learning goal orientation is more effective than performance goal orientation in fostering service quality in the high-contact service context. We also observe that transformational leadership tends to be more effective than transactional leadership in influencing employee attitude in high-contact service firms. This research pioneers theory-driven examination of service quality in high-contact service firms using data collected from service employees and shop managers for hypothesis testing. | en_US |
dcterms.accessRights | open access | en_US |
dcterms.bibliographicCitation | International journal of production economics, Feb. 2013, v. 141, no. 2, p. 452-464 | en_US |
dcterms.isPartOf | International journal of production economics | en_US |
dcterms.issued | 2013-02 | - |
dc.identifier.isi | WOS:000315745500003 | - |
dc.identifier.scopus | 2-s2.0-84871716452 | - |
dc.identifier.rosgroupid | r64102 | - |
dc.description.ros | 2012-2013 > Academic research: refereed > Publication in refereed journal | en_US |
dc.description.oa | Accepted Manuscript | en_US |
dc.identifier.FolderNumber | a1842 | - |
dc.identifier.SubFormID | 46018 | - |
dc.description.fundingSource | Others | en_US |
dc.description.fundingText | This research was supported in part by The Hong Kong Polytechnic University under Grant no.1-ZV6D | en_US |
dc.description.pubStatus | Published | en_US |
Appears in Collections: | Journal/Magazine Article |
Files in This Item:
File | Description | Size | Format | |
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LeadGOSQ.pdf | Pre-Published version | 973.81 kB | Adobe PDF | View/Open |
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