The relationships among leadership, goal orientation, and service quality in high-contact service industries: An empirical study

Yee, Rachel W.Y.; Lee, Peter K.C.; Yeung, Andy C.L.; Cheng, T.C.E.

doi:10.1016/j.ijpe.2011.12.012

All Outputs (5)

Diffusion of ISO 14001 environmental management system: global, regional and country-level analyses (2013)
Journal Article
To, W., & Lee, P. (2014). Diffusion of ISO 14001 environmental management system: global, regional and country-level analyses. Journal of Cleaner Production, 66, 489-498. https://doi.org/10.1016/j.jclepro.2013.11.076

This paper explores the diffusion patterns of the ISO 14001 environmental management system worldwide. By using the data obtained from the ISO Survey of Certifications, the diffusion of ISO 14001 was investigated at global, regional, and country-spec... Read More about Diffusion of ISO 14001 environmental management system: global, regional and country-level analyses.

Market competitiveness and quality performance in high‐contact service industries (2013)
Journal Article
Yee, R. W., Yeung, A. C., Edwin Cheng, T., & Lee, P. K. (2013). Market competitiveness and quality performance in high‐contact service industries. Industrial Management and Data Systems, 113(4), 573-588. https://doi.org/10.1108/02635571311322801

Purpose
The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer satisfaction in high‐contact service industries.

Design/methodology/... Read More about Market competitiveness and quality performance in high‐contact service industries.

Supplier partnership and cost performance: The moderating roles of specific investments and environmental uncertainty (2013)
Journal Article
Yeung, K., Lee, P. K., Yeung, A. C., & Cheng, T. (2013). Supplier partnership and cost performance: The moderating roles of specific investments and environmental uncertainty. International Journal of Production Economics, 144(2), 546-559. https://doi.org/10.1016/j.ijpe.2013.04.008

Drawing on the perspective of transaction cost economics (TCE), we explain the operating contexts in which supplier partnership is likely to be an effective strategy to reduce operational costs in the manufacturing industry. We posit that supplier pa... Read More about Supplier partnership and cost performance: The moderating roles of specific investments and environmental uncertainty.

Employee rights protection and financial performance (2013)
Journal Article
Lee, P. K., Lau, A. K., & Cheng, T. (2013). Employee rights protection and financial performance. Journal of Business Research, 66(10), 1861-1869. https://doi.org/10.1016/j.jbusres.2013.02.007

The relationships among leadership, goal orientation, and service quality in high-contact service industries: An empirical study (2013)
Journal Article
Yee, R. W., Lee, P. K., Yeung, A. C., & Cheng, T. (2013). The relationships among leadership, goal orientation, and service quality in high-contact service industries: An empirical study. International Journal of Production Economics, 141(2), 452-464. https://doi.org/10.1016/j.ijpe.2011.12.012

High-contact service industries are characterized by close interaction between service employees and customers, and diverse customer needs. Such characteristics pose a great challenge to the delivery of services of superior quality. In this research... Read More about The relationships among leadership, goal orientation, and service quality in high-contact service industries: An empirical study.