Co-operative teamwork for service quality in east Asia

Dean TJOSVOLD, Jane MOY, Shigeru SASAKI

    Research output: Journal PublicationsJournal Article (refereed)Researchpeer-review

    10 Citations (Scopus)

    Abstract

    Managers and employees need a crisp understanding of the nature of the teamwork that improves quality service to customers. Field and experiment studies have shown the utility of Deutsch's theory of co-operation and competition for understanding quality enhancing teamwork in East Asia. Co-operative goals have been found to contribute to a constructive, open-minded discussion of opposing views that in turn result in quality service and strong work relationships. Managers and employees can together develop shared goals, integrated roles, and common tasks that build co-operative goals. Then they feel that they are on the same side so that as one succeeds, other methods can foster an open-minded discussion of opposing views. Team members can use this framework to develop their relationships with customers as well as with one another.
    Original languageEnglish
    Pages (from-to)209-216
    Number of pages8
    JournalManaging Service Quality: An International Journal
    Volume9
    Issue number3
    DOIs
    Publication statusPublished - 1 Jan 1999

    Fingerprint

    Employees
    East Asia
    Team work
    Managers
    Service quality
    Integrated
    Work relationships
    Cooperation and competition
    Experiment

    Keywords

    • Customer service
    • East Asia
    • Teamwork

    Cite this

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    abstract = "Managers and employees need a crisp understanding of the nature of the teamwork that improves quality service to customers. Field and experiment studies have shown the utility of Deutsch's theory of co-operation and competition for understanding quality enhancing teamwork in East Asia. Co-operative goals have been found to contribute to a constructive, open-minded discussion of opposing views that in turn result in quality service and strong work relationships. Managers and employees can together develop shared goals, integrated roles, and common tasks that build co-operative goals. Then they feel that they are on the same side so that as one succeeds, other methods can foster an open-minded discussion of opposing views. Team members can use this framework to develop their relationships with customers as well as with one another.",
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    Co-operative teamwork for service quality in east Asia. / TJOSVOLD, Dean; MOY, Jane; SASAKI, Shigeru.

    In: Managing Service Quality: An International Journal, Vol. 9, No. 3, 01.01.1999, p. 209-216.

    Research output: Journal PublicationsJournal Article (refereed)Researchpeer-review

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