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Standardization in services: Assessing the impact on customer satisfaction

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dc.title Standardization in services: Assessing the impact on customer satisfaction en
dc.contributor.author Koval, Oksana
dc.contributor.author Nabareseh, Stephen
dc.contributor.author Chromjaková, Felicita
dc.relation.ispartof E a M: Ekonomie a Management
dc.identifier.issn 1212-3609 Scopus Sources, Sherpa/RoMEO, JCR
dc.date.issued 2019
utb.relation.volume 22
utb.relation.issue 3
dc.citation.spage 186
dc.citation.epage 203
dc.type article
dc.language.iso en
dc.publisher Technical University of Liberec
dc.identifier.doi 10.15240/tul/001/2019-3-012
dc.relation.uri https://dspace.tul.cz/bitstream/handle/15240/153581/EM_3_2019_12.pdf
dc.subject Standardization en
dc.subject customer satisfaction en
dc.subject continuous improvement en
dc.subject Structural Equation Modeling (SEM) en
dc.description.abstract To achieve high competitiveness, the companies need to satisfy varying customer needs. The changing nature of customer preferences leads to the increased complexity of the processes in service companies. In order to deliver the services of the high quality at the accepted costs, the companies resort to the process standardization. However, excessive process standardization may lead to company’s inability to cater to the different customer needs, and hinder firm competitiveness over time. The goal of the present study, thus, is to evaluate the impact of standardization on customer satisfaction, and identify factors that can further foster this relationship. We identify the factors that impact the standardization-customer satisfaction relationship through exploratory and confirmatory factor analysis, and then perform a structural equation model linking standardization to customer satisfaction in the system of multiple mediating factors. The analysis of 304 firms reveals the positive impact of standardization on customer satisfaction. We further evaluate the effect of employee rewards and recognition system, quality-oriented culture, management commitment, training and development as well as goal setting and project management on standardizationcustomer satisfaction relationship. The analysis reveals the triad of the factors that are cardinal to improvement of customer satisfaction through standardization: Training on improvement methods, rewards and recognition of employees to stimulate their participation in improvement initiatives, as well as management commitment. Further analysis reveals certain regional differences in the prevailing factors contributing to standardization across studied countries. The study contributes to the scarce field of knowledge of standardization application in services domain as well as provide directions for the further scholarly work in the field of process improvement and standardization as well as guidelines for the practitioners conducting process improvement in their organizations. © 2019, Technical University of Liberec. All rights reserved. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1009516
utb.identifier.obdid 43880197
utb.identifier.scopus 2-s2.0-85077088489
utb.identifier.wok 000500925700012
utb.source j-scopus
dc.date.accessioned 2020-01-09T10:31:41Z
dc.date.available 2020-01-09T10:31:41Z
dc.description.sponsorship Internal Grant Agency of Tomas Bata University in Zlin [IGA/Fame/2017/008, IGA/FaME/2016/007, VaV-IP-RO/2016/03]; Visegrad Fund [51700045]
dc.rights Attribution-NonCommercial 4.0 International
dc.rights.uri http://creativecommons.org/licenses/by-nc/4.0/
dc.rights.access openAccess
utb.ou Department of Industrial Engineering and Information Systems
utb.ou Department of Statistics and Quantitative Methods
utb.contributor.internalauthor Koval, Oksana
utb.contributor.internalauthor Nabareseh, Stephen
utb.contributor.internalauthor Chromjaková, Felicita
utb.fulltext.sponsorship We would like to thank the Internal Grant Agency of Tomas Bata University in Zlin (grant number IGA/Fame/2017/008, IGA/ FaME/2016/007 and VaV-IP-RO/2016/03) as well as the Visegrad Fund (grant number 51700045) for financial support. We would also like to express our gratitude to Nikita Nikitin from WebKr Gmbh for the technical support and help with the online survey.
utb.wos.affiliation [Koval, Oksana; Chromjakova, Felicita] Tomas Bata Univ Zlin, Fac Econ & Management, Dept Ind Engn & Informat Syst, Zlin, Czech Republic; [Nabareseh, Stephen] Tomas Bata Univ Zlin, Fac Econ & Management, Dept Stat & Quantitat Methods, Zlin, Czech Republic
utb.scopus.affiliation Tomas Bata University in Zlin, Faculty of Management and Economics, Department of Industrial Engineering and Information Systems, Czech Republic; Tomas Bata University in Zlin, Faculty of Management and Economics, Department of Statistics and Quantitative Methods, Czech Republic
utb.fulltext.projects IGA/Fame/2017/008
utb.fulltext.projects IGA/ FaME/2016/007
utb.fulltext.projects VaV-IP-RO/2016/03
utb.fulltext.projects 51700045
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