Search results for "Shared perceptions"
showing 3 items of 3 documents
Validación de una medida de Clima de Servicio en las organizaciones
2012
Service climate is critical for organizations pertaining to the service sector. It reflects the importance organizations attribute to service quality and efforts to please customers. Using previous work of Schneider, White, and Paul (1998) as starting point, this research validates a measure of service climate in the Spanish language. Data from two survey study projects were brought together. A total of 120 hotels, located in Spain, participated in the research. The sample consisted of 508 frontline hotel employees distributed in 152 work-units. Our results confirmed that construct and predictive validity are satisfactory, with four factors describing the facets of service climate: Global S…
Validation of a measure of Service Climate in organizations
2012
El Clima de Servicio resulta crítico en organizaciones del sector servicios. Refleja la importanciaque las organizaciones atribuyen a la calidad del servicio así como los esfuerzos para complacer a los clientes. Considerando el trabajo de Schneider, White y Paul (1998) como punto de partida, este trabajo valida una medida del clima de servicio en español. Para ello se han desarrollado dos estudios de campo. Un total de 120 hoteles, ubicados en España, participaron en la investigación. La muestra estuvo conformada por 508 empleados de hoteles distribuidos en 152 unidades de trabajo. Nuestros resultados confirmaron que la validez de constructo y predictiva son satisfactorias, con cuatro facto…
Validación de una Medida de Clima de Servicio en las Organizaciones
2012
Service climate is critical for organizations pertaining to the service sector. It reflects the importance organizations attribute to service quality and efforts to please customers. Using previous work of Schneider, White, and Paul (1998) as starting point, this research validates a measure of service climate in the Spanish language. Data from two survey study projects were brought together. A total of 120 hotels, located in Spain, participated in the research. The sample consisted of 508 frontline hotel employees distributed in 152 work-units. Our results confirmed that construct and predictive validity are satisfactory, with four factors describing the facets of service climate: Global S…