Standardization in Services: Assessing the Impact on Customer Satisfaction

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dc.contributor.author Koval, Oksana
dc.contributor.author Nabareseh, Stephen
dc.contributor.author Chromjaková, Felicita
dc.contributor.other Ekonomická fakulta cs
dc.date.accessioned 2019-09-16T08:54:22Z
dc.date.available 2019-09-16T08:54:22Z
dc.identifier.issn 1212-3609
dc.identifier.uri https://dspace.tul.cz/handle/15240/153581
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 standardization-customer 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. en
dc.format text
dc.language.iso en
dc.publisher Technická Univerzita v Liberci cs
dc.publisher Technical university of Liberec, Czech Republic en
dc.relation.ispartof Ekonomie a Management cs
dc.relation.ispartof Economics and Management en
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dc.rights CC BY-NC
dc.subject standardization en
dc.subject customer satisfaction en
dc.subject continuous improvement en
dc.subject Structural Equation Modeling (SEM) en
dc.subject.classification L8
dc.subject.classification L12
dc.subject.classification O33
dc.title Standardization in Services: Assessing the Impact on Customer Satisfaction en
dc.type Article en
dc.publisher.abbreviation TUL
dc.relation.isrefereed true
dc.identifier.doi 10.15240/tul/001/2019-3-012
dc.identifier.eissn 2336-5604
local.relation.volume 22
local.relation.issue 3
local.relation.abbreviation E+M cs
local.relation.abbreviation E&M en
local.faculty Faculty of Economics
local.citation.spage 186
local.citation.epage 203
local.access open
local.fulltext yes
local.filename EM_3_2019_12
dc.identifier.orcid 0000-0001-7588-0733 Koval, Oksana
dc.identifier.orcid 0000-0002-6854-0527 Nabareseh, Stephen
dc.identifier.orcid 0000-0002-5084-1153 Chromjakova, Felicita


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