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Keywords: Training
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Journal Articles
The role of post‐training self‐efficacy in customers' use of self service technologies
Available to Purchase
Journal:
Journal of Service Management
International Journal of Service Industry Management (2008) 19 (4): 492–505.
Published: 08 August 2008
...Xinyuan Zhao; Anna S. Mattila; Li‐Shan Eva Tao Purpose The current study aims to investigate the role of post‐training self‐efficacy in influencing customer perceptions and usage of self‐service technologies (SSTs). Specifically, the aim is to propose that high post‐training self‐efficacy...
Journal Articles
Managing employee empowerment in luxury hotels in Europe
Available to Purchase
Journal:
Journal of Service Management
International Journal of Service Industry Management (2007) 18 (1): 70–88.
Published: 20 March 2007
...Antonis Klidas; Peter T. van den Berg; Celeste P.M. Wilderom Purpose This paper aims to test four potential predictors of the behavior of empowered employees during the delivery of service to customers. Design/methodology/approach A questionnaire measuring employees' perceptions of training...
Journal Articles
Quality and Intellectual Services
Available to Purchase
Journal:
Journal of Service Management
International Journal of Service Industry Management (1991) 2 (1): 61–76.
Published: 01 April 1991
... frameworks regarding the question of quality. This article isolates two approaches to quality which enable a clearer view of some of the stakes at play in the changes in which the notion of quality is involved. © MCB UP Limited 1991 Quality control Training Consultancies Professionals Quality...
