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Full-Text Articles in Business
Examining The Relationships Between Innovation, Quality, Productivity, And Customer Satisfaction In Pure Service Companies, Dongjun Rew, Joo Y. Jung, Steve Lovett
Examining The Relationships Between Innovation, Quality, Productivity, And Customer Satisfaction In Pure Service Companies, Dongjun Rew, Joo Y. Jung, Steve Lovett
Management Faculty Publications and Presentations
Purpose – This study investigates the relationships between innovation, quality, productivity, and customer satisfaction in pure service companies. Previous studies have shown a negative relationship between quality and productivity in services. However, we argue the two can be positively related when innovation is present.
Design/methodology/approach – We develop and test our hypotheses using secondary data from COMPUSTAT, KLD STAT, and the American Customer Satisfaction Index (ACSI). We test our hypotheses using ordinary least squares regression and conduct additional testing using path analysis.
Findings – The findings show that quality and productivity are positively related when innovation is present in pure …
The Effects Of Absenteeism On Organizational Outcomes: A Principal Component Analysis, Lee L. Hisey
The Effects Of Absenteeism On Organizational Outcomes: A Principal Component Analysis, Lee L. Hisey
Management Faculty Publications and Presentations
This study surveyed the Louisiana Employer Support of the Guard and Reserve data base to determine the effects of absenteeism on the association between number of customers served by the organization and measures of organizational output, customer satisfaction, and employee behavior. The Principal Component Analysis indicated that quality of the organization’s output, employee’s satisfaction with their work, and training on employee performance are all positively associated with change in the number of customers served.