hh.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Service Quality and Turnover Intentions as Perceived by Employees: Antecedents and Consequences
Lillehammer University College, Lillehammer, Norway.
Oslo School of Management, Oslo, Norway.
Oslo School of Management, Oslo, Norway.
2011 (English)In: Personnel review, ISSN 0048-3486, E-ISSN 1758-6933, Vol. 40, no 2, 205-221 p.Article in journal (Refereed) Published
Abstract [en]

Purpose: The objective of this paper is to test a selection of hypothesized relationships between: employees' perceived service quality; employees' turnover intentions; role clarity; and empowerment and coaching.

Design/methodology/approach: Drawing from theory, this paper develops a set of hypothesized relationships. The data collection is based on a survey with a sample of 1,076 frontline employees in service organizations.

Findings: There are indications that employees' perceived service quality has a direct negative effect on employees' turnover intentions. The effect of empowerment, coaching, and role clarity on turnover intention appears to be mediated through employees' perceived service quality.

Research limitations/implications: This study is limited to a selection of variables related to employees' turnover intentions. Future research may focus on testing other variables that may be related to employees' turnover intentions.

Practical implications: This study stresses the importance for managers in service organizations to measure employees' perceived service quality. The results show that there are both direct and indirect relationships to employees' turnover intentions. The conclusion is that employees' perceived service quality is an important consideration with respect to employee-turnover management.

Originality/value: This study has developed and tested a set of hypothesized relationships in the field of service management. © Emerald Group Publishing Limited.

Place, publisher, year, edition, pages
Bingley, United Kingdom: Emerald Group Publishing Limited, 2011. Vol. 40, no 2, 205-221 p.
Keyword [en]
Service industries, Customer services quality, Employee turnover, Management roles, Perception, Norway
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hh:diva-26735DOI: 10.1108/00483481111106084ISI: 000288771600013Scopus ID: 2-s2.0-79551474505OAI: oai:DiVA.org:hh-26735DiVA: diva2:754937
Available from: 2014-10-13 Created: 2014-10-13 Last updated: 2015-02-02Bibliographically approved

Open Access in DiVA

No full text

Other links

Publisher's full textScopus

Search in DiVA

By author/editor
Svensson, Göran
In the same journal
Personnel review
Business Administration

Search outside of DiVA

GoogleGoogle Scholar

Altmetric score

Total: 51 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf