MANAGEMENT-PRACTICES, EMPLOYEES SATISFACTION AND PERCEPTIONS OF QUALITY OF SERVICE

被引：6

作者：

BURKE, RJ

机构：

来源：

PSYCHOLOGICAL REPORTS | 1995年 / 77卷 / 03期

关键词：

D O I：

10.2466/pr0.1995.77.3.748

中图分类号：

B84 [心理学];

学科分类号：

04 ; 0402 ;

摘要：

Economies in the industrialized world have increasingly moved from manufacturing to service industries. This study examined correlations between measures of management practices, employees' satisfaction, and perceptions of service quality among employees of a large professional services firm. 1608 women and men provided data by questionnaire completed anonymously. Employees describing management practices more favorably and employees reporting more positive affective responses perceived the firm as providing higher quality service and products to clients.

引用

页码：748 / 750

页数：3