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Development of the service predisposition instrument

Development of the service predisposition instrument Summarizes data from 768 respondents from eight organizations collected using the service predisposition instrument (SPI) and describes the properties, content and some uses of the instrument. The SPI consists of question statements based upon a number of model-specified variables according to a theory of how service industry workers perceive their respective importance during the service encounter. The SPI may be used to identify attitudes of existing workers and in the recruitment and training of new personnel. The instrument provides measures of service elements, cognitive expressions and a personal service outcome. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Managerial Psychology Emerald Publishing

Development of the service predisposition instrument

Journal of Managerial Psychology , Volume 15 (2): 10 – Mar 1, 2000

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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0268-3946
DOI
10.1108/02683940010310337
Publisher site
See Article on Publisher Site

Abstract

Summarizes data from 768 respondents from eight organizations collected using the service predisposition instrument (SPI) and describes the properties, content and some uses of the instrument. The SPI consists of question statements based upon a number of model-specified variables according to a theory of how service industry workers perceive their respective importance during the service encounter. The SPI may be used to identify attitudes of existing workers and in the recruitment and training of new personnel. The instrument provides measures of service elements, cognitive expressions and a personal service outcome.

Journal

Journal of Managerial PsychologyEmerald Publishing

Published: Mar 1, 2000

Keywords: Service; Service quality; Employee attitudes; Validity

References