EMPLOYEE DEVELOPMENT: AN EXAMINATION OF SERVICE STRATEGY IN A HIGH-CONTACT SERVICE ENVIRONMENT

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...

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Bibliographic Details
Published in:Production and operations management 2003-06, Vol.12 (2), p.186-203
Main Author: GOLDSTEIN, SUSAN MEYER
Format: Article
Language:English
Subjects:
Communication
CUSTOMER SATISFACTION
Customer services
EMPIRICAL RESEARCH
EMPLOYEE DEVELOPMENT
Employees
Employment
Hypotheses
Job design
Nonprofit organizations
Operations management
Operations research
Productivity
Quality of service
Service industries
SERVICE STRATEGY
Strategic management
STRUCTURAL EQUATION MODELING
Training
Workforce
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Summary: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.
ISSN:1059-1478
1937-5956
DOI:10.1111/j.1937-5956.2003.tb00500.x