A reconceptualisation of the satisfaction-service performance thesis

Article Abstract:

A model is presented that proposes a new relationship between employee job satisfaction and the quality of service performance, moving beyond the more simple axiom that job satisfaction and service performance quality are positively correlated. Implications form management and future research are included.

Influence, Job satisfaction

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A dimension-specific analysis of performance-only measurement of service quality and satisfaction in China's retail banking

Article Abstract:

The article supports the validity of the performance-only measurement for assessing service quality (SERVPERF). Discussion includes the SERVPERF multidimensional-faceted scale, links between customer satisfaction and context-dependent factors of service quality, and applications in international settings.

China, Customer satisfaction

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