An Investigation of the Perception of Delivered Quality at Different Levels of Organizational Hierarchy in Services Page: 3
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Getty, Juliet M., An Investigation of the Perception of
Delivered Quality at Different Levels of Organizational
Hierarchy in Services. Doctor of Philosophy (Marketing),
December, 1993, 166 pp. 28 tables, 18 figures, bibliography,
156 titles.
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.
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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. (https://digital.library.unt.edu/ark:/67531/metadc278751/m1/3/: accessed July 18, 2024), University of North Texas Libraries, UNT Digital Library, https://digital.library.unt.edu; .