TY - JOUR
T1 - Employee development
T2 - An examination of service strategy in a high-contact service environment
AU - Goldstein, Susan Meyer
PY - 2003
Y1 - 2003
N2 - A critical component of service strategy in high-contact environments is service encounter management. Effective service encounters are a result of the quality of employee development, including systems for work and job design, training and development, and attention to employee well being. Results of empirical analysis indicate that service strategies reflecting the dimensions of employee development drive employee outcomes such as productivity and satisfaction. Employee outcomes are significantly associated with customer satisfaction, but only some linkages to financial performance are significant. This study illustrates the importance of employee development in service strategy design for managing service encounters in high contact service environments.
AB - A critical component of service strategy in high-contact environments is service encounter management. Effective service encounters are a result of the quality of employee development, including systems for work and job design, training and development, and attention to employee well being. Results of empirical analysis indicate that service strategies reflecting the dimensions of employee development drive employee outcomes such as productivity and satisfaction. Employee outcomes are significantly associated with customer satisfaction, but only some linkages to financial performance are significant. This study illustrates the importance of employee development in service strategy design for managing service encounters in high contact service environments.
KW - Customer Satisfaction
KW - Empirical Research
KW - Employee Development
KW - Service Strategy
KW - Structural Equation Modeling
UR - http://www.scopus.com/inward/record.url?scp=5644271810&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=5644271810&partnerID=8YFLogxK
U2 - 10.1111/j.1937-5956.2003.tb00500.x
DO - 10.1111/j.1937-5956.2003.tb00500.x
M3 - Article
AN - SCOPUS:5644271810
SN - 1059-1478
VL - 12
SP - 186
EP - 203
JO - Production and Operations Management
JF - Production and Operations Management
IS - 2
ER -