An Investigation of the Perception of Delivered Quality at Different Levels of Organizational Hierarchy in Services Metadata
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Title
- Main Title An Investigation of the Perception of Delivered Quality at Different Levels of Organizational Hierarchy in Services
Creator
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Author: Getty, Juliet M. (Juliet Margolin)Creator Type: Personal
Contributor
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Chair: Crawford, John C.Contributor Type: PersonalContributor Info: Major Professor
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Committee Member: Tas, Richard Francis, 1950-Contributor Type: PersonalContributor Info: Minor Professor
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Committee Member: Gygi, Janice LemmonContributor Type: Personal
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Committee Member: Kvanli, AlanContributor Type: Personal
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Committee Member: Holmes, William M.Contributor Type: Personal
Publisher
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Name: University of North TexasPlace of Publication: Denton, Texas
Date
- Creation: 1993-12
Language
- English
Description
- Content 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.
- Physical Description: x, 166 leaves : ill.
Subject
- Keyword: service industry
- Keyword: quality
- Keyword: hotels
- Library of Congress Subject Headings: Service industries -- Quality control.
- Library of Congress Subject Headings: Customer services.
- Library of Congress Subject Headings: Hotel management.
Collection
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Name: UNT Theses and DissertationsCode: UNTETD
Institution
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Name: UNT LibrariesCode: UNT
Rights
- Rights Access: public
- Rights License: copyright
- Rights Statement: Copyright is held by the author, unless otherwise noted. All rights reserved.
- Rights Holder: Getty, Juliet M. (Juliet Margolin)
Resource Type
- Thesis or Dissertation
Format
- Text
Identifier
- Call Number: 379 N81d no.3834
- UNT Catalog No.: b1777758
- Accession or Local Control No: 1002721461-getty
- Archival Resource Key: ark:/67531/metadc278751
Degree
- Degree Level: Doctoral
- Degree Grantor: University of North Texas
- Degree Name: Doctor of Philosophy
- Academic Department: Department of Marketing
- Degree Discipline: Marketing