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The relative importance of organizat...

Mount, Daniel J.

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The relative importance of organizational service culture factors in the lodging industry.

Record Type:	Electronic resources : Monograph/item
Title/Author:	The relative importance of organizational service culture factors in the lodging industry./
Author:	Mount, Daniel J.
Description:	234 p.
Notes:	Source: Dissertation Abstracts International, Volume: 56-05, Section: A, page: 1881.
Contained By:	Dissertation Abstracts International56-05A.
Subject:	Business Administration, Marketing. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=9531611

The relative importance of organizational service culture factors in the lodging industry.
Mount, Daniel J.

The relative importance of organizational service culture factors in the lodging industry. - 234 p.

Source: Dissertation Abstracts International, Volume: 56-05, Section: A, page: 1881.

Thesis (D.B.A.)--United States International University, 1995.

The problem. Research was conducted to confirm model validity, and determine the relative importance of model constructs to perceived guest quality in the lodging industry. The questions were: (1) is the Extended Model of Service Quality valid in the lodging industry?; (2) what are the relationships between model constructs representing internal factors to quality in the lodging industry?; and (3) which model constructs representing internal factors are relatively more important to quality in the lodging industry?Subjects--Topical Terms:

1017573
Business Administration, Marketing.

The relative importance of organizational service culture factors in the lodging industry.
LDR:03158nmm 2200337 4500 001 1830058
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035 $a (UnM)AAI9531611
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040 $a UnM $c UnM
100 1 $a Mount, Daniel J. $3 1918903
245 1 4 $a The relative importance of organizational service culture factors in the lodging industry.
300 $a 234 p.
500 $a Source: Dissertation Abstracts International, Volume: 56-05, Section: A, page: 1881.
500 $a Chairperson: John Walker.
502 $a Thesis (D.B.A.)--United States International University, 1995.
520 $a The problem. Research was conducted to confirm model validity, and determine the relative importance of model constructs to perceived guest quality in the lodging industry. The questions were: (1) is the Extended Model of Service Quality valid in the lodging industry?; (2) what are the relationships between model constructs representing internal factors to quality in the lodging industry?; and (3) which model constructs representing internal factors are relatively more important to quality in the lodging industry?
520 $a Method. A sample of five hotels was selected for the study. 695 guests, 275 employees, and 65 managers completed survey instruments. Guests completed either an importance survey or a performance survey, which yielded one of the four dependent variables. Managers and employees completed service issue surveys that were modified from original surveys used in development of the Extended Model of Service Quality.
520 $a Model validity was determined using confirmatory factor analysis. Construct relationships to quality were tested using correlational analysis. Relative importance of constructs to quality was determined by both regression and correlation analysis.
520 $a Results. The Extended Model of Service Quality did not confirm in the lodging industry. A new model was then developed using exploratory factor analysis. Comparisons using various reliability measures indicated that the new model was more concise.
520 $a The relationships between manager constructs and quality were positive. The relationships between employee constructs and quality were negative. This suggested an antecedent relationship between manager and employee constructs and the presence of a "knowledge curve." As managers indicated higher levels of service awareness, and indicated high levels of communication to employees, employee scores decreased while quality scores increased.
520 $a The importance analyses for managers indicated that internal communication, communication method, and service orientation were most important in affecting quality scores. The same three manager constructs were most important in decreasing employee scores, supporting the concept of a "knowledge curve."
590 $a School code: 0239.
650 4 $a Business Administration, Marketing. $3 1017573
650 4 $a Business Administration, Management. $3 626628
650 4 $a Sociology, Industrial and Labor Relations. $3 1017858
690 $a 0338
690 $a 0454
690 $a 0629
710 2 0 $a United States International University. $3 1023937
773 0 $t Dissertation Abstracts International $g 56-05A.
790 1 0 $a Walker, John, $e advisor
790 $a 0239
791 $a D.B.A.
792 $a 1995
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=9531611