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Improving service quality and organisation performance through human resource practices. A case study

Li, Jui-Min; Yang, Jen-Shou; Wu, Hsin-Hsi - In: Total quality management & business excellence : an … 19 (2008) 9-10, pp. 969-986

Persistent link: https://www.econbiz.de/10008177536

Analysis of competency differences among frontline employees from various service typologies: integrating the perspectives of the organisation and customers

Li, Jui-Min; Yang, Jen-Shou; Wu, Hsin-Hsi - In: The service industries journal 29 (2009) 12, pp. 1763-1778

Persistent link: https://www.econbiz.de/10008328651

Improving service quality and organisation performance through human resource practices. A case study

Li, Jui-Min; Yang, Jen-Shou; Wu, Hsin-Hsi - In: Total quality management & business excellence : an … 19 (2008) 9, pp. 969-986

Persistent link: https://www.econbiz.de/10008087237

Analysis of competency differences among frontline employees from various service typologies: integrating the perspectives of the organisation and customers

Li, Jui-Min; Yang, Jen-Shou; Wu, Hsin-Hsi - In: The Service Industries Journal 29 (2007) 12, pp. 1763-1778

This article classifies service into six typologies based on perceived risks and degree of customisation. From the literature, appropriate industries are selected for carrying out two studies. In the first study, interviews and observations were used to collect organisational perspective data...

Persistent link: https://www.econbiz.de/10010620725

Systemic design for improving team learning climate and capability: A case study

Yang, Jen-shou; Chen, Chin-yi - In: Total quality management & business excellence : an … 16 (2005) 6, pp. 727-740

Persistent link: https://www.econbiz.de/10007148348