STRUCTURAL RELATIONSHIPS BETWEEN WORK ENVIRONMENT AND SERVICE QUALITY PERCEPTIONS AS A FUNCTION OF CUSTOMER CONTACT INTENSITY: IMPLICATIONS FOR HUMAN SERVICE STRATEGY

This study assesses the importance of customer-contact intensity at the service encounter level as a determinant of service quality assessments. Using data from the U.S. Department of Veterans Affairs, it shows that performance-driven human resources practices play an important role as determinants...

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Bibliographic Details
Published in:	Journal of health and human services administration Vol. 32; no. 2; pp. 195 - 234
Main Authors:	SCOTTI, DENNIS J., HARMON, JOEL, BEHSON, SCOTT J.
Format:	Journal Article
Language:	English
Published:	United States Southern Public Administration Education Foundation 2009 Southern Public Administration Education Foundation, Inc
Subjects:	Consumer Behavior Consumer surveys Customer satisfaction Customer service Customers Data Collection Government services Health administration Health care industry Human resources Humans Insurance Claim Review Laws, regulations and rules Marketing Marketing strategies Perception Perceptual orientation Psychological aspects Quality management Social service Social Work - organization & administration United States United States Department of Veterans Affairs Work environment Workplace United States
Online Access:	Get full text
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