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首页> 外文学位 >Supervision as a consumer service for the public employee: Ethical supervision using service marketing considerations in a theory of management for quality.
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Supervision as a consumer service for the public employee: Ethical supervision using service marketing considerations in a theory of management for quality.

机译：作为对公共雇员的消费者服务的监督：在质量管理理论中使用服务营销考虑因素进行道德监督。

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摘要

Grounded in W. Edwards Deming's theory of management for quality, this research explores the idea that employee supervision may be viewed as a consumer service provided the employee by the employee's immediate supervisor. The idea of immediate supervision performed as a consumer service is applied specifically to public sector employees.; Support for the idea is drawn from human resource management, ethics, and service marketing concepts. The primary research develops document, informant, and survey evidence. The employee survey is an experimental approach to assessing anonymously the quality of supervision received by the employee. In this experimental approach, supervision is viewed as an organization-wide service received by the employee through the employee's immediate supervisor.; The vocabulary and assessment scales used in the survey to define the quality of immediate supervision are taken from terminology and scales used to quantify service quality in consumer service quality assessment. In brief, the quality of a specific consumer service may be assessed by quantifying and comparing consumer perceptions with consumer expectations about the service on several dimensions of service quality. Six-point Likert-type scales are used in this study to effect the quantifications. The score or gap assessment, from each perception-expectation comparison, may be interpreted as representative of the strength or weakness ascribed to the quality of the service, on that particular service quality dimension, by the consumers completing the assessment.; The results from this study of immediate supervision, assessed as a quality consumer service, are consistent in general with the results from other consumer service quality assessments performed in the same manner. For example, just as with consumer expectations of service quality, employee expectations of supervision quality are high across all dimensions of service quality. Information from the assembled concepts and evidence suggests that ethical means as well as ethical ends together should serve as the declared foundation, in public sector organizations, for tailoring immediate supervision to the consumer service quality perceptions and expectations of individual employees.
机译：这项研究以W. Edwards Deming的质量管理理论为基础，探索了这样一种观念，即雇员监督可以被视为由雇员的直属上司提供的消费者服务。作为消费者服务进行即时监督的想法特别适用于公共部门雇员。对这一想法的支持来自人力资源管理，道德和服务营销概念。主要研究开发文档，线人和调查证据。员工调查是一种匿名评估员工接受的监督质量的实验方法。在这种实验方法中，监督被视为雇员通过雇员的直接上司获得的组织范围的服务。调查中用于定义即时监督质量的词汇和评估量表，来自用于量化消费者服务质量评估中的服务质量的术语和量表。简而言之，可以通过在服务质量的多个维度上将消费者对服务的期望进行量化和比较，来评估特定消费者服务的质量。本研究使用六点李克特型量表进行量化。来自每个感知-期望比较的得分或差距评估可以解释为消费者完成评估后，在该特定服务质量维度上归因于服务质量的优势或劣势。即时监督研究的结果被评估为优质的消费者服务，通常与以相同方式进行的其他消费者服务质量评估的结果一致。例如，就像消费者对服务质量的期望一样，员工对监督质量的期望在服务质量的所有维度上都很高。从汇总的概念和证据中得出的信息表明，道德手段以及道德目的一起应成为公共部门组织中公认的基础，以根据消费者对服务质量的看法和个人雇员的期望对即时监督进行调整。

著录项

  • 作者

    Cowles, Carroll William, II.;

  • 作者单位

    Virginia Commonwealth University.;

  • 授予单位 Virginia Commonwealth University.;
  • 学科 Political Science Public Administration.; Business Administration Management.; Sociology Industrial and Labor Relations.
  • 学位 D.P.A.
  • 年度 1994
  • 页码 263 p.
  • 总页数 263
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类 政治理论;贸易经济;社会学;
  • 关键词

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