An Empirical Study on Service Quality Management in the Banking Industry; A Macroergonomics View

摘要：

In researches on service quality management, the interest has mainly been on structural aspects of the service offerings. Not much attention has been paid to work environment conditions forming the basis for customer oriented, efficient, and effective service employees. This paper addresses this issue by incorporating ergonomics into service quality management. As an empirical study, the questionnaire survey was conducted in the banking industry in a big city of northern China. The corresponding statistical analysis shows that the important factors affecting service quality with a macroergonomics view. The relationships between these macroergonomics elements and different service quality dimensions are discussed. Implications for service management and ergonomic practice are analyzed, and directions for further research proposed.

关键词： Service Quality Management Macroergonomics Work Environment Service Encounter

作者: Li Huifan Li Jianzhou Li Peng

作者单位: 1TEDA College, Nankai University P.R.China, 300457 2School of Business, Shijiazhuang University of Economics,Shijiazhuang P.R.China, 050031 Hi-Tech Digital Co. LTD, Tianjin P.R.China, 300000

会议类型: 国际会议

会议名称: 第十四届工业工程与工程管理国际会议(The Proceedings of The 14th International Conference on Industrial Engineering and Engineering Management IE&EM2007)

会议地点: 天津

会议语种:英文

在线出版日期: 2007-10-20（万方平台首次上网日期，不代表论文的发表时间）