A MODEL OF CROSS-CULTURAL ATTRIBUTION PROCESSES ON SERVICE QUALITY, SRILANKA
Journal Title: International Journal of Physical and Social Sciences (IJPSS) - Year 2012, Vol 2, Issue 5
Abstract
When a service failure occurs, employees will either make internal or external attributions for the service failure. A model is developed that suggests that the training needs of employees who make internal attributions of service failures will be very different from those of employees who make external attributions. Evidently, the specific training program will be localized to the country and employees. Hence, the value of the model stems from its ability to highlight the need for attribution style training in order to ensure service quality. With the increase in services export, understanding the employee’s perspective of service quality will result in better provision of services to the end customer.
Authors and Affiliations
E Ratnam
Keywords
Related Articles
- EP ID EP41622
- DOI -
- Views 334
- Downloads 0
Review of Battle Rope on Physical Status and Health
Battle Rope as early as the 1930 s the army precedent for military training, in the 1990 s was first professional boxers are widely used in integrated combat speed and physical training of core stability, more and mo...
Analysis of controlling variables of coping strategies by Correlation Matrix: A study on slums of Midnapore Municipality, WestBengal
Coping strategy is the approaches that people use in order to deal with stresses, pain and natural changes that experiences every day in their life. It is conscious or instinctively choice of adaptation to phenomenon s...
LOCATION PREFERENCES OF WORKERS AND IMPLICATIONS FOR URBAN HOUSING STOCK IN NIGERIA; A CASE STUDY IN OGBOMOSO
This study examines the preferences of urban workers for the location of their personal houses. Four location options were presented to the entire non-academic staff of Ladoke Akintola University of Technology (LAUTECH...
The link between employees well - being and job performance
The present world is fast changing and there are lots of pressures and demands at work. These pressures at work lead to physical disorders. Stress refers to individual’s reaction to a disturbing factor in the environme...
VAGUENESS ANLAYSIS TOWARDS ADENOIDS INSPECTIONS
Children are the most beautiful and innocent part of our life irrespective of any cast and religion. But they are the most vulnerable to be affected by any kind of diseases as well as harm due to their natural immaturi...