TY - JOUR
T1 - Managing for customers and employees in Hong Kong: The quality and teamwork challenges
AU - TJOSVOLD, Dean
AU - MOY, Jane
AU - SASAKI, Shigeru
PY - 1996/12/1
Y1 - 1996/12/1
N2 - Service marketing, total quality management, and human resource management researchers have proposed that employee teamwork is a foundation for service quality. North American research suggests that developing cooperative relationships and constructive controversy among employees can empower employees to serve customers and to strengthen their work relationships and commitment to the organization. Chinese employees in an American-style restaurant in Hong Kong were interviewed on specific incidents that affected service quality. Correlational and structural equation results support the hypotheses that cooperative goals help employees discuss their diverse views open-mindedly and that this constructive controversy results in quality customer service. Competitive and independent goals were largely negatively correlated with dynamics and outcomes. Results were interpreted as suggesting that service teams should develop strong cooperative goals and the skills and procedures of constructive controversy. Deutsch's theory of cooperation and competition, although developed largely through North American research, seems useful for understanding and developing service quality teamwork in Asia.
AB - Service marketing, total quality management, and human resource management researchers have proposed that employee teamwork is a foundation for service quality. North American research suggests that developing cooperative relationships and constructive controversy among employees can empower employees to serve customers and to strengthen their work relationships and commitment to the organization. Chinese employees in an American-style restaurant in Hong Kong were interviewed on specific incidents that affected service quality. Correlational and structural equation results support the hypotheses that cooperative goals help employees discuss their diverse views open-mindedly and that this constructive controversy results in quality customer service. Competitive and independent goals were largely negatively correlated with dynamics and outcomes. Results were interpreted as suggesting that service teams should develop strong cooperative goals and the skills and procedures of constructive controversy. Deutsch's theory of cooperation and competition, although developed largely through North American research, seems useful for understanding and developing service quality teamwork in Asia.
U2 - 10.1007/BF00233111
DO - 10.1007/BF00233111
M3 - Journal Article (refereed)
SN - 1382-3019
VL - 1
SP - 339
EP - 357
JO - Journal of Market-Focused Management
JF - Journal of Market-Focused Management
IS - 4
ER -