Journal article
Improving service delivery: Investigating the role of information sharing, job characteristics, and employee satisfaction
Abstract
Purpose The purpose of this study is to propose and test a model designed to investigate the impact of job characteristics, employee satisfaction, and information sharing on two key indicators of quality service delivery, such as worker perceptions of their efficiency and customer focus. Design/methodology/approach During the project, 9,060 employees of a large national telecommunications organization in North America provided information in …
Authors
Bontis N; Richards D; Serenko A
Journal
The Learning Organization, Vol. 18, No. 3, pp. 239–250
Publisher
Emerald
Publication Date
April 19, 2011
DOI
10.1108/09696471111123289
ISSN
0969-6474