Search results for "tertiary sector"
showing 10 items of 58 documents
Measuring hospital service quality: a methodological study
1999
Quality in the service sector has been extensively researched during the last years. The publication of a sequence of measurement tools has allowed homogenizing the study of this issue. The object of the present work is to develop a methodological analysis for the use of the SERVQUAL measure scale in the Spanish public health sector. We analyse the reliability of this measure scale, its dimensionality, using comparison with other studies. Finally we consider the main criticism frequently made in the literature.
Organizational justice and extrarole customer service: The mediating role of well-being at work
2008
The purpose of this article is to propose and test a model of extrarole customer service (ERCS). We propose that organizational justice (distributive, procedural, interpersonal, and informational) promotes well-being at work (low burnout and high engagement). Well-being at work, in turn, engenders more effective ERCS. Thus, well-being at work is considered a mediator of the relationships from organizational justice to ERCS. This fully mediated model was compared to an alternative fully direct model. The sample consisted of 317 contact employees who were working in the Spanish service sector. The results of structural equation modelling supported the importance of the mediating role of the p…
Managing the communicative organization : a qualitative analysis of knowledge-intensive companies
2020
PurposeThe purpose of this paper is to explore how employees' work-related communication is managed in knowledge-intensive organizations.Design/methodology/approachThe study was conducted by applying an exploratory, qualitative approach. The data were collected from six knowledge-intensive organizations operating in the professional service sector in Finland, and the data set used included altogether 23 interviews.FindingsThe interviews confirmed that employees' work-related communication on social media is regarded as an increasingly important area, and that it has required companies to establish new managerial processes that are aimed to affect employees’ communication behaviors (ECB) eit…
Engaged or Not? A Comparative Study on Factors Inducing Work Engagement in Call Center and Service Sector Work.
2013
The aim of this study was to compare the possibilities of experiencing positive well-being in call centers and other service sector work. The article focuses on the prevalence of working conditions (job demands, autonomy, and social support) in call centers and at other service sector workplaces and how these factors are related to work engagement. In addition, we examine whether the relationships are divergent in call centers in comparison to other service sector work. Analysis is based on the data provided by the “Quality of Life in Changing Europe” project. The survey data were collected from service sector organizations (retail, banking, and insurance) and a telecom organization’s call …
Emerging Tiger? The Paradoxes of the Philippine Economy
2017
The Republic of the Philippines is an exception in the East and Southeast Asia realm. One of the richest countries of the region at the end of World War II, its rankings have slipped, and its growth rates have been weak for several decades. We examine the main causes of the mediocre economic performance of the country since the 1950s. Many analysts have pointed out an excessive bureaucracy, high levels of corruption and the lack of industrial investment in a country dominated by landed interests. After the high debt incurred during the Marcos administration, Philippine leaders have made every effort to improve the debt situation, choosing to pay back loans, but under investing in infrastruc…
Giving up Farming as a Precarious Decision
2015
‘Precarity’ is a novel noun that is widely recognized and applied in timely political discourses and socioeconomic diagnoses of the present. It refers to fixed-term, temporary, low-paid, insecure, unpredictable, and often risky work. The occupational position of precarious people has been characterized as flexible or flexploitative, informal, casual, intermittent, non-standard, exceptional, often outsourced, or subcontracted. ‘Precarity’ is typically seen to characterize young people, women, immigrants, and service sector workers; but particular segments of creative and immaterial ‘new labour’ are also identified with the ‘precariat’. However, in spite of all these groupings, lists, and clu…
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…
Exploring alternative approaches in service industries: the role of entrepreneurship
2008
Today, it is widely recognised that the success and vitality of the service sector are essential factors in measuring an economy’s progress, its quality, and its future expectations. It not only im...
Support policy for the tourism business: a comparative case study in Spain
2009
It is now well known that service industries, and especially the tourism sector, significantly contribute to economic and social development in the European Union. Intrinsic to the growth of the tourism industry has been the public interventions that, directly or indirectly, have facilitated the development of this sector. In this context, this paper aims to contribute to the knowledge on the design and implementation process of support policies for tourism businesses in Spain, using institutional economics as the theoretical framework. Based on a comparative case study, the article shows that despite the relevance of the legal system, the most important factors for the promotion of the tou…
Innovation´s Processes and Strategy in the Service Sector
2018
STRUCTURED ABSTRACT1) Objective: The present research aims to identify how the innovative strategy affects the organizational performance and quality in processes of service sector organizations in Colombia, taking into account their production process improvements, and organizational methods. 2) Method: It was used the Survey of Development and Technological Innovation (EDIT) created by the Administrative National Department of Statistics DANE, collecting 19 subsectors and a total of 5.848 companies. 3) Theoretical Framework: This research is settled in the competitive strategy, resource based view of the firm, and innovation theory. 4) Results: Finding that the innova…