How Personality Traits And Job Satisfaction Influence Service Quality

An Exploration on Service Quality in Housing Agencies

Autor*innen

• Donna Robinson

Parameter

• 232 Seiten
• 9 Lesestunden

• Lehrbücher
• Persönlichkeitsentwicklung

Mehr zum Buch

The study investigates service quality in housing agencies through the SERVQUAL survey, assessing both residents and counselors. Findings reveal a gap between expected and actual service quality, indicating dissatisfaction among customers. The research supports the PSJS Model, highlighting that human service organizations struggle to meet the needs of low-income families. Additionally, factors such as occupational stressors related to emotions and job duties significantly impact service quality. The quantitative analysis was conducted at a Washington DC housing agency to pinpoint these influencing factors.

• Sprache: Englisch
• Erscheinungsdatum: 2015
• Einband: Paperback