Co-operative teamwork for service quality in east Asia

Dean TJOSVOLD, Jane MOY, Shigeru SASAKI

Research output: Journal PublicationsJournal Article (refereed)

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

Keywords

  • Customer service
  • East Asia
  • Teamwork

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