Antecedents of service climate local vs foreign service firms in an emerging market context
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Antecedents of service climate local vs foreign service firms in an emerging market context
Antecedents of service climate local vs foreign service firms in an emerging market context
THE UNIVERSITY'’/ADELAIDEAntecedents of Service Climate: Local vs. ForeignService Firms in an Emerging Market ContextA thesis submitted in fulfilment Antecedents of service climate local vs foreign service firms in an emerging market context of the requirements for the degree ofDoctor of Philosophy in BusinessHung Trong HoangB. BA (Hue University), M. Management (Monash University)The University of Adelaide Business SchoolAdelaide. Australia2014AbstractService climate has attracted attention from both academics and practitioners in rec Antecedents of service climate local vs foreign service firms in an emerging market contextent years. However, there exist two major research gaps in this literature domain. First, senice climate research to date has predominantly focused onAntecedents of service climate local vs foreign service firms in an emerging market context
Its outcomes, with few studies investigating its antecedents. These few studies have primarily relied on a resource-based approach and have focused oTHE UNIVERSITY'’/ADELAIDEAntecedents of Service Climate: Local vs. ForeignService Firms in an Emerging Market ContextA thesis submitted in fulfilment Antecedents of service climate local vs foreign service firms in an emerging market contextrvice climate 111 emerging markets where much of the economic growth IS currently occurring. Therefore, this study seeks to gain a more comprehensive understanding of (1) the antecedents of service climate and (2) the extent to which service firms. both local and foreign-owned, create a favourable s Antecedents of service climate local vs foreign service firms in an emerging market contextervice climate in an emerging market. The broad research problem investigated 111 this study is: How do service firms, local and foreig)i-owned, creatAntecedents of service climate local vs foreign service firms in an emerging market context
e a favourable service climate in an emerging market context? To examine the broad research problem, this study draws upon the resource-based view, soTHE UNIVERSITY'’/ADELAIDEAntecedents of Service Climate: Local vs. ForeignService Firms in an Emerging Market ContextA thesis submitted in fulfilment Antecedents of service climate local vs foreign service firms in an emerging market contextce climate in an emerging market context? How do the antecedents interact and influence service climate?Research question 2: How do service climate and its antecedents differ between local and foreign service firms in an emerging market context? How do the antecedents influence service climate diffe Antecedents of service climate local vs foreign service firms in an emerging market contextrently across the ownership types?To address these research questions, this study was conducted in two phases: exploratory .and explanatory. The exploAntecedents of service climate local vs foreign service firms in an emerging market context
ratory phase yielded new insights into the antecedents of service climate of local and foreign service funis in an emerging market context. It also heTHE UNIVERSITY'’/ADELAIDEAntecedents of Service Climate: Local vs. ForeignService Firms in an Emerging Market ContextA thesis submitted in fulfilment Antecedents of service climate local vs foreign service firms in an emerging market contextal framework was developed and hypotheses weie derived. Tire conceptual framework and hypotheses were then tested 111 the second phase of the study using Structural Equation Modelling (SEM). Survey data from a total of 549 usable responses from service employees in both local and foreign service fil Antecedents of service climate local vs foreign service firms in an emerging market contextms 111 Vietnam allowed the researcher to test the proposed hypotheses.Findings for the first research question suggested that tluee groups of antecedeAntecedents of service climate local vs foreign service firms in an emerging market context
nts contribute to creating a favourable service climate 111 an emerging market context: firm-based. market-based and culture-based In terms of firm-baTHE UNIVERSITY'’/ADELAIDEAntecedents of Service Climate: Local vs. ForeignService Firms in an Emerging Market ContextA thesis submitted in fulfilment Antecedents of service climate local vs foreign service firms in an emerging market contextl customer service. (3) internal processes and service standards. (4) senice-oriented human resource management (HRM) and (5) work facilitation resources. In addition, there are significant inter-relationships among these firm-based antecedents in fostering a service climate. The data analysis also Antecedents of service climate local vs foreign service firms in an emerging market contextdemonstrated that competitive intensity 111 emerging markets and employees’ cultural orientation moderate the impacts of the firm-based antecedents onAntecedents of service climate local vs foreign service firms in an emerging market context
service climateFindings for the second research question showed that there are significant differences 111 the antecedents and service climate betweeTHE UNIVERSITY'’/ADELAIDEAntecedents of Service Climate: Local vs. ForeignService Firms in an Emerging Market ContextA thesis submitted in fulfilment Antecedents of service climate local vs foreign service firms in an emerging market contexte influence of leadership commitment to service quality and sen ice-oriented HRM on service climate was found to be greater in foreign firms than that in local films, hl contrast, (lie influence of internal customer service OU service climate in local firms was greater than that in foreign firms.Ill Antecedents of service climate local vs foreign service firms in an emerging market contextis study contributes in several ways to our knowledge concerning service climate. First, it proposes and tests an integrated model of the antecedentsAntecedents of service climate local vs foreign service firms in an emerging market context
of service climate in an emerging market context, winch have not been fully examined ill prior literature. Second, the study contributes to knowledge THE UNIVERSITY'’/ADELAIDEAntecedents of Service Climate: Local vs. ForeignService Firms in an Emerging Market ContextA thesis submitted in fulfilment Antecedents of service climate local vs foreign service firms in an emerging market contexttends the literature on the antecedents of service climate from a cultural perspective by investigating the impact of employees’ cultural orientation on their perception of service climate Fourth, this study eraiches international services research by investigating the factors associated with servic Antecedents of service climate local vs foreign service firms in an emerging market contexte climate in internationalised service films (versus those of domestic ones) from an Asian emerging market perspective. Finally, this study has practiAntecedents of service climate local vs foreign service firms in an emerging market context
cal implications because it provides a framework that enables managers of service firms to take action and invest resources to improve their service cTHE UNIVERSITY'’/ADELAIDEAntecedents of Service Climate: Local vs. ForeignService Firms in an Emerging Market ContextA thesis submitted in fulfilment Antecedents of service climate local vs foreign service firms in an emerging market context.....................iStatement of declaration..................................................xiiiPublications...............................................................xivAcknowledgements............................................................XVCHAPTER 1: INTRODUCTION..................... Antecedents of service climate local vs foreign service firms in an emerging market context.................................11.1.Research background...................................................11.2.Broad research problem and research qAntecedents of service climate local vs foreign service firms in an emerging market context
uestions.........................51.3.Objectives of the research............................................61.4.Research methodology.................THE UNIVERSITY'’/ADELAIDEAntecedents of Service Climate: Local vs. ForeignService Firms in an Emerging Market ContextA thesis submitted in fulfilment Antecedents of service climate local vs foreign service firms in an emerging market context.............................9THE UNIVERSITY'’/ADELAIDEAntecedents of Service Climate: Local vs. ForeignService Firms in an Emerging Market ContextA thesis submitted in fulfilmentGọi ngay
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