Service quality and turnover intentions as perceived by employees Antecedents and consequences

@inproceedings{Sltten2011ServiceQA,
  title={Service quality and turnover intentions as perceived by employees Antecedents and consequences},
  author={Terje Sl{\aa}tten and G{\"o}ran Svensson and Sander Sv{\ae}ri},
  year={2011}
}
Purpose – The objective of this paper is to test a selection of hypothesized relationships between: employees’ perceived service quality; employees’ turnover intentions; role clarity; and empowerment and coaching. Design/methodology/approach – Drawing from theory, this paper develops a set of hypothesized relationships. The data collection is based on a survey with a sample of 1,076 frontline employees in service organizations. Findings – There are indications that employees’ perceived service… CONTINUE READING

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