A Passion for Service: Using Content Analysis to Explicate

A Passion for Service: Using Content Analysis to Explicate

Climate is conceptualized as employee perceptions of one or more strategic imperatives made manifest through work place routines and rewards. Notes from 97 panel interviews with 350 financial service company employees were analyzed for content to explicate the themes panelists used when asked to dis...

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Veröffentlicht in:Journal of applied psychology 1992-10, Vol.77 (5), p.705
Hauptverfasser: Schneider, Benjamin, Wheeler, Jill K, Cox, Jonathan F
Format: Artikel
Sprache:eng
Schlagworte:
Content analysis
Correlation analysis
Customer services
Employee attitude
Employment
Factors
Impacts
Incentives
Organizational behavior
Perceptions
Service industries
Social research
Studies
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Zusammenfassung:Climate is conceptualized as employee perceptions of one or more strategic imperatives made manifest through work place routines and rewards. Notes from 97 panel interviews with 350 financial service company employees were analyzed for content to explicate the themes panelists used when asked to discuss the service climate of their organization. Quantitative analyses of the 33 coded themes revealed the routines and rewards most strongly related to service passion: 1. responsiveness to consumers, 2. hiring procedures (who and how), 3. training (availability and content), and 4. the way service is delivered. Some themes were significantly related to a survey measure panelists completed giving their perceptions of customer views of service.
ISSN:0021-9010
1939-1854