Matches in SemOpenAlex for { <https://semopenalex.org/work/W2024952480> ?p ?o ?g. }
- W2024952480 endingPage "973" @default.
- W2024952480 startingPage "955" @default.
- W2024952480 abstract "This article presents a qualitative study exploring service employees’ experiences of quality–productivity tensions in the workplace, and how they cope with such conflicts. Semi-structured interviews were conducted with 50 service employees. Content analysis suggests that organization-level conflict derives from the different channels that service organizations use to convey the importance of quality (e.g. training) and of productivity (e.g. rewards) to employees. During service interactions, employees experience conflict when standardization is violated and productivity is threatened. Our results demonstrate and explain employees' strategies for coping with the conflict between productivity and quality and with the ‘double message' they receive about these two goals. Many of these strategies are intended to ensure quality while maintaining productivity. We discuss the study's contribution to service science, and explain existing organizational mechanisms and processes for communicating the importance of quality and productivity to employees. Implications for service management are discussed." @default.
- W2024952480 created "2016-06-24" @default.
- W2024952480 creator A5053974785 @default.
- W2024952480 creator A5054009177 @default.
- W2024952480 creator A5077180237 @default.
- W2024952480 date "2014-06-05" @default.
- W2024952480 modified "2023-09-26" @default.
- W2024952480 title "Quality and productivity: role conflict in the service context" @default.
- W2024952480 cites W1516615186 @default.
- W2024952480 cites W1532816059 @default.
- W2024952480 cites W1583923120 @default.
- W2024952480 cites W1608872338 @default.
- W2024952480 cites W1770456020 @default.
- W2024952480 cites W1978729758 @default.
- W2024952480 cites W1979504088 @default.
- W2024952480 cites W1982962965 @default.
- W2024952480 cites W1989864366 @default.
- W2024952480 cites W2003971494 @default.
- W2024952480 cites W2009721574 @default.
- W2024952480 cites W2013021752 @default.
- W2024952480 cites W2019554722 @default.
- W2024952480 cites W2019842832 @default.
- W2024952480 cites W2022598023 @default.
- W2024952480 cites W2025904468 @default.
- W2024952480 cites W2026368098 @default.
- W2024952480 cites W2031028891 @default.
- W2024952480 cites W2031843107 @default.
- W2024952480 cites W2043947871 @default.
- W2024952480 cites W2051184248 @default.
- W2024952480 cites W2066343366 @default.
- W2024952480 cites W2072841257 @default.
- W2024952480 cites W2082298562 @default.
- W2024952480 cites W2094422247 @default.
- W2024952480 cites W2097829847 @default.
- W2024952480 cites W2107971134 @default.
- W2024952480 cites W2110557065 @default.
- W2024952480 cites W2126840412 @default.
- W2024952480 cites W2131462089 @default.
- W2024952480 cites W2142327896 @default.
- W2024952480 cites W2144681684 @default.
- W2024952480 cites W2156628236 @default.
- W2024952480 cites W2157003133 @default.
- W2024952480 cites W2169830338 @default.
- W2024952480 cites W2170094403 @default.
- W2024952480 cites W2320909101 @default.
- W2024952480 cites W2321932013 @default.
- W2024952480 cites W3122204007 @default.
- W2024952480 cites W3127532780 @default.
- W2024952480 doi "https://doi.org/10.1080/02642069.2014.915948" @default.
- W2024952480 hasPublicationYear "2014" @default.
- W2024952480 type Work @default.
- W2024952480 sameAs 2024952480 @default.
- W2024952480 citedByCount "15" @default.
- W2024952480 countsByYear W20249524802015 @default.
- W2024952480 countsByYear W20249524802016 @default.
- W2024952480 countsByYear W20249524802017 @default.
- W2024952480 countsByYear W20249524802018 @default.
- W2024952480 countsByYear W20249524802021 @default.
- W2024952480 countsByYear W20249524802023 @default.
- W2024952480 crossrefType "journal-article" @default.
- W2024952480 hasAuthorship W2024952480A5053974785 @default.
- W2024952480 hasAuthorship W2024952480A5054009177 @default.
- W2024952480 hasAuthorship W2024952480A5077180237 @default.
- W2024952480 hasConcept C111472728 @default.
- W2024952480 hasConcept C111919701 @default.
- W2024952480 hasConcept C138885662 @default.
- W2024952480 hasConcept C139719470 @default.
- W2024952480 hasConcept C140781008 @default.
- W2024952480 hasConcept C144133560 @default.
- W2024952480 hasConcept C151730666 @default.
- W2024952480 hasConcept C162324750 @default.
- W2024952480 hasConcept C162853370 @default.
- W2024952480 hasConcept C17744445 @default.
- W2024952480 hasConcept C188087704 @default.
- W2024952480 hasConcept C204983608 @default.
- W2024952480 hasConcept C2779343474 @default.
- W2024952480 hasConcept C2779530757 @default.
- W2024952480 hasConcept C2780378061 @default.
- W2024952480 hasConcept C39549134 @default.
- W2024952480 hasConcept C41008148 @default.
- W2024952480 hasConcept C86803240 @default.
- W2024952480 hasConceptScore W2024952480C111472728 @default.
- W2024952480 hasConceptScore W2024952480C111919701 @default.
- W2024952480 hasConceptScore W2024952480C138885662 @default.
- W2024952480 hasConceptScore W2024952480C139719470 @default.
- W2024952480 hasConceptScore W2024952480C140781008 @default.
- W2024952480 hasConceptScore W2024952480C144133560 @default.
- W2024952480 hasConceptScore W2024952480C151730666 @default.
- W2024952480 hasConceptScore W2024952480C162324750 @default.
- W2024952480 hasConceptScore W2024952480C162853370 @default.
- W2024952480 hasConceptScore W2024952480C17744445 @default.
- W2024952480 hasConceptScore W2024952480C188087704 @default.
- W2024952480 hasConceptScore W2024952480C204983608 @default.
- W2024952480 hasConceptScore W2024952480C2779343474 @default.
- W2024952480 hasConceptScore W2024952480C2779530757 @default.
- W2024952480 hasConceptScore W2024952480C2780378061 @default.
- W2024952480 hasConceptScore W2024952480C39549134 @default.
- W2024952480 hasConceptScore W2024952480C41008148 @default.