Ändra sökning
RefereraExporteraLänk till posten
Permanent länk

Direktlänk
Referera
Referensformat
  • apa
  • harvard-cite-them-right
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Annat format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annat språk
Fler språk
Utmatningsformat
  • html
  • text
  • asciidoc
  • rtf
Internal service quality and the psychosocial work environment: An empirical analysis of conceptual interrelatedness
Centre for Public Health Research, Karlstad.ORCID-id: 0000-0001-8274-6065
1997 (Engelska)Ingår i: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507, Vol. 17, nr 2, s. 252-263Artikel i tidskrift (Refereegranskat) Published
Abstract [en]

There is a need to integrate service quality concepts withconcepts from other research fields, such as the psychosocialwork environment, to help us better understand and create abasis for quality control in services. The main aim of this paperis to explore empirically the relationships between thepsychosocial work environment and internal service qualily. Weuse concepts and measures derived from psychosocial workenvironment theory and service quality theory respectively. Datawere collected from 555 employees in a Swedish computerservice company using questions from a Stress Profile as well as from a Quality Profile. All 52 items from the Stress Projile and20 items from the Quality Profile were entered into a factoranalysis. The main result of the study is not the exact outcome ofthe factor analysis per se, but rather the point that questionsderived from two different research fields appear to measuredifferent mental representations of work conditions. Clearly,interdependence exists between the psyclzosocial workenvironment and internal quality. It is quite concmon to ncap adrestructure service processes in order to improve internal qualityin an attempt to solve quality problems created by organisationalchanges. We suggest that it should be equally inportant to takenieasures to increase work satisfaction by improvingpsychosocial work conditions

Ort, förlag, år, upplaga, sidor
1997. Vol. 17, nr 2, s. 252-263
Nationell ämneskategori
Samhällsvetenskap
Identifikatorer
URN: urn:nbn:se:fhs:diva-2961DOI: 10.1080/02642069700000014OAI: oai:DiVA.org:fhs-2961DiVA, id: diva2:573847
Tillgänglig från: 2012-12-03 Skapad: 2012-12-03 Senast uppdaterad: 2017-12-07Bibliografiskt granskad

Open Access i DiVA

Fulltext saknas i DiVA

Övriga länkar

Förlagets fulltext

Personposter BETA

Larsson, Gerry

Sök vidare i DiVA

Av författaren/redaktören
Larsson, Gerry
I samma tidskrift
Service Industries Journal
Samhällsvetenskap

Sök vidare utanför DiVA

GoogleGoogle Scholar

doi
urn-nbn

Altmetricpoäng

doi
urn-nbn
Totalt: 38 träffar
RefereraExporteraLänk till posten
Permanent länk

Direktlänk
Referera
Referensformat
  • apa
  • harvard-cite-them-right
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Annat format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annat språk
Fler språk
Utmatningsformat
  • html
  • text
  • asciidoc
  • rtf