A Scale for Measuring Standardization of Service Encounter Process
Chang-Juek Suh, Se-Young Lee · Journal of the Korean society for quality management · 2008
This study describes the creation of a scale to measure standardization for service encounter process. Measuring standardization of service encounter process is devided into manual level and action level. We investigate the relative impact of process standardization about service quality, job satisfaction and labor productivity. Our findings indicate that action level of service encounter process standardization is more important than manual level, and its process standardization positively affects service quality, job satisfaction and labor productivity positively.