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Service Productivity Vs Service Quality: A Zero-Sum Game?, Dongjun Rew, Joo Jung, Wonsuk Cha
Service Productivity Vs Service Quality: A Zero-Sum Game?, Dongjun Rew, Joo Jung, Wonsuk Cha
Faculty Publications - College of Business
Purpose – The purpose of this paper is to verify the relationship between productivity and quality in the services sector. More specifically, this study investigates the relationship between productivity and customer satisfaction and its effect on a firm’s performance. In addition, this study investigates the roles of productivity and customer satisfaction in the structural relationships among variables.
Design/methodology/approach – A theoretical model was proposed among innovation, productivity, customer satisfaction and firm performance. A sample of 127 firms from data sets of the American Customer Satisfaction Index and COMPUSTAT was collected. To test the hypotheses, this study used ordinal least squares …