Being close or being happy? The relative impact of work relationship andn job satisfaction on service quality

摘要

It is generally recognized that, to ensure high-quality services, service industries, especially the labour intensive ones, need to have satisfied customer-contact employees. However, an under-researched issue relating to the management of service operations concerns employee relationships. Close work relationships, in particular, those between frontline staff and their supervisors, are likely to positively influence employee attitudes during service delivery. This paper examines the relative im