Organizational effectiveness indicators to support service quality

Authors: Gilbert, G Ronald; Parhizgari, Ali M

Source: Managing Service Quality, Volume 10, Number 1, 2000 , pp. 46-52(7)

Publisher: Emerald Group Publishing Limited

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Abstract:

To survive in increasingly competitive markets, customer focused organizations are challenged to create and sustain long term loyal and supportive customers. To ensure long term service quality, organizations need to have quality focused internal structures and processes in place to support those on the front line who make or break the organization's reputation with their customers. This paper introduces nine scientifically developed measures of internal structures and processes that are associated with service quality. These measures are applicable to organizations in a variety of industries in both the public and private sectors and can serve to benchmark "best in class" practices. They were developed from ratings obtained from 8,924 employees from over 100 organizations. When organizations provide supportive structures and processes for their front line employees, these employees are better able to provide top quality products and services to their external customers.

Keywords: Organizational Effectiveness; Service Quality; Internal Efficiency; Customer Orientation

Document Type: Research article

DOI: http://dx.doi.org/10.1108/09604520010307030

Publication date: 2000-01-01