Assessing Organizational Effectiveness in the Service Sector
Kraft, Kenneth L.; Jauch, Lawrence R.; Boatwright, E. W.; Kraft, Kenneth L.; College of Business, The University of Tampa; Jauch, Lawrence R.; College of Business Administration, Northest Louisiana University; Boatwright, E. W.; College of Business, The University of Tampa
Журнал:
Journal of Professional Services Marketing
Дата:
1996
Аннотация:
ABSTRACTThe authors surveyed fifty-three service-sector firms in two industries using an organization effectiveness instrument. This study found that personnel is the most important category of concern for service-sector executives. While there were strong similarities between service-sector executive ratings of organizational effectiveness criteria, significant differences exist across the two industries. These similarities and differences are discussed along with their implications for future research.
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