An Investigation of the Perception of Delivered Quality at Different Levels of Organizational Hierarchy in Services

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The overall purpose of this research was to add to existing theory of quality pertaining to the service provider's perception of quality. Quality in the service industry is difficult to assess because of the intangible, heterogeneous and labor intensive nature of services. In addition, personnel have varying perceptions of delivered quality based on their position within the organizational hierarchy. This study enhanced the Service Quality Model developed by Zeithaml, Berry, and Parasuraman (1988). An additional gap ("gap 6") was hypothesized and investigated. This gap describes the differences in perceived delivered quality by employees at different organizational levels (e.g., managerial, supervisory, ... continued below

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x, 166 leaves : ill.

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Getty, Juliet M. (Juliet Margolin) December 1993.

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This dissertation is part of the collection entitled: UNT Theses and Dissertations and was provided by UNT Libraries to Digital Library, a digital repository hosted by the UNT Libraries. It has been viewed 102 times . More information about this dissertation can be viewed below.

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  • Getty, Juliet M. (Juliet Margolin)

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Description

The overall purpose of this research was to add to existing theory of quality pertaining to the service provider's perception of quality. Quality in the service industry is difficult to assess because of the intangible, heterogeneous and labor intensive nature of services. In addition, personnel have varying perceptions of delivered quality based on their position within the organizational hierarchy. This study enhanced the Service Quality Model developed by Zeithaml, Berry, and Parasuraman (1988). An additional gap ("gap 6") was hypothesized and investigated. This gap describes the differences in perceived delivered quality by employees at different organizational levels (e.g., managerial, supervisory, and non-management employees) across different market segments. The researcher proposed that "gap 6" has a significant impact on total perceived delivered quality. The survey instrument addressed five dimensions of overall quality: tangibles, reliability, responsiveness, assurance, and empathy. The survey was administered to employees from hotels representing three market segments located within the same metropolitan area and managed by the same company. A 3 X 3 factorial design was used with three organizational levels (managers, supervisors, and hourly employees) and three lodging market segments (luxury, business-traveller, and long-term/suite). Data analyses included descriptive statistics, analysis of variance (ANOVA), and Tukey's Multiple Comparison Test.

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x, 166 leaves : ill.

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  • December 1993

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  • March 26, 2014, 9:30 a.m.

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  • Jan. 15, 2015, 10:33 a.m.

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Getty, Juliet M. (Juliet Margolin). An Investigation of the Perception of Delivered Quality at Different Levels of Organizational Hierarchy in Services, dissertation, December 1993; Denton, Texas. (digital.library.unt.edu/ark:/67531/metadc278751/: accessed May 25, 2018), University of North Texas Libraries, Digital Library, digital.library.unt.edu; .