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Listening practices and performance in service organisations

Glynn, William J. and De Burca, Sean and Brannick, Teresa and Fynes, Brian and Ennis, Sean (2003) Listening practices and performance in service organisations. International Journal of Service Industry Management, 14 (3). pp. 333-444. ISSN 0956-4233

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Abstract

Considers the concept of the "listening" organisation and its influence on service and business performance. Specifically reports on empirical research which investigated the link between service quality information practices, the listening organisation and service and business performance. In this respect, builds on an earlier model of service management developed by the London Business School and Warwick Business School in the UK. This extended model employs two composite performance indexes as moderator variables. Surveyed 438 service organisations in the Republic of Ireland; the loglinear model used to analyse the data shows a clear pattern. By taking listening practices, including information technology, as a holistic view of a constellation of information-related practice type factors, demonstrates that there is a close relationship with service performance, which in turn influences business performance. Furthermore, technology type and competitive intensity, moderate this relationship. Establishes that the relationship between listening practices and service performance is much more important for the sophisticated task technology sector and that competitive intensity has a very minor interactive effect on the relationship. The results of the survey mirror recent empirical research in market orientation and organisational learning.

Item type: Article
ID code: 4529
Keywords: information technology, learning organizations, services, marketing, service industries, Marketing. Distribution of products, Business, Management and Accounting(all), Strategy and Management, Management of Technology and Innovation
Subjects: Social Sciences > Commerce > Marketing. Distribution of products
Department: Strathclyde Business School > Marketing
Related URLs:
    Depositing user: Strathprints Administrator
    Date Deposited: 24 Jan 2008
    Last modified: 04 Sep 2014 15:23
    URI: http://strathprints.strath.ac.uk/id/eprint/4529

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