Syfte: Syftet med denna studie är att analysera skillnader i hur servicekvalitén inom servicenäringen i Sverige uppfattas av svenska studenter och kinesiska utbytesstudenter. Metod: I studien användes en kvantitativ metod med hjälp av enkäter med slutna svarsalternativ och ordinalskala, som distribuerades till totalt 324 svenska studenter och kinesiska utbytesstudenter. Vidare användes dataprogrammet IMB SPSS för att utföra faktoranalyser och klusteranalyser. Resultaten användes sedan för att testa de använda teorierna. Resultat: Genom att analysera de resultat som deducerats från insamlad data har studien bidragit med ytterligare data inom kulturområdet och servicenäringen. Studiens teoretiska referensram har stärkt de slutsatser som gjorts, men har även visat sig vara vag i vissa sammanhang. Studien har visat vissa intressanta skillnader i hur kinesiska utbytesstudenter och svenska studenter uppfattar servicekvalitén inom servicenäringen. Förslag till fortsatta studier: Studiens resultat skulle kunna bidra till förslag till fortsatta studier inom servicenäringsområdet och servicekvalité. Resultaten pekar även på att fortsatt forskning behövs inom studiens valda ämnesområde. Studiens bidrag: Studien genererar både praktiska och teoretiska bidrag som diskuterats. Studien lyfter framförallt fram brister i servicekvalitén inom den svenska servicenäringen för praktiker och teoretiker. / Purpose: The purpose of this thesis is to analyze differences in how service quality in the service sector in Sweden is perceived by Swedish students and Chinese exchange students. Method: In the study a quantitative method was used. For the study questionnaires was used with closed end answers which were distributed to 324 Swedish students and Chinese exchange students. The software program, IMB SPSS was used to complete factor- and cluster analysis. The results were then used to further strengthen or question the theory. Result: By analyzing the results deduced from the collected data, the study has contributed with additional data in the cultural field and the service industry. The study's theoretical framework has reinforced the conclusions that have been made, but has also proven to be vague in some contexts. The study has revealed some interesting differences in how Chinese exchange students and Swedish students perceive the quality of service in the service sector. Proposal for further studies: The study's results could contribute to proposals for further studies in the field of service industry and service quality. The results also indicate that further research is needed in the study selected topics. Contribution: The study generates both practical and theoretical contributions which have been discussed. The study highlights primarily produced gaps in service quality in the Swedish service industry for practitioners and theoreticians.

Submitted by Leonardo Cavalcante (leo.ocavalcante@gmail.com) on 2018-06-05T15:50:17Z No. of bitstreams: 1 Arquivototal.pdf: 2549007 bytes, checksum: 3605ab73db4108a2ee4b1abbd3b46a66 (MD5) / Made available in DSpace on 2018-06-05T15:50:17Z (GMT). No. of bitstreams: 1 Arquivototal.pdf: 2549007 bytes, checksum: 3605ab73db4108a2ee4b1abbd3b46a66 (MD5) Previous issue date: 2016-08-08 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES / This dissertation evaluated the perceptions of service quality according the master's students expectations. Students are from the Technology Center - CT of the Federal University of Paraíba, using the SERVQUAL model proposed by Parasuraman, Zeithaml e Berry (1985). It is a research of applied nature, qualitative-quantitative, descriptive, a survey. SERVQUAL measures the quality in 5 dimensions: tangibility, responsibility, reliability, empathy and guarantee, which have been adapted for the services associated with postgraduate courses. The sample consisted of 187 respondents studding in Civil Engineering, Production, Mechanical, Food, Chemical, Materials and Architecture and Urbanism posts. Through this research it was also possible to determine the profile of the students, research object, where 50.5% are male and 49.5% are female. Approximately 71% of the students devoted their time to other activities that are not part of the master's program, 75% of the students were within the regular time for completion of the master's degree. It was also identified that 75.9% had scholarship. Regarding the self-assessment of the same students, 75% of them consider their performance to be good, 12% say it is great and 13% as reasonable. Another data collected states that 50% of the students who are part of the sample of this research did not publish any article during the master's and 24% published only one article. The comparison between student satisfaction and attendance performance was made based on the responses obtained from the variables for the perceived service, expected service and the minimum acceptable service. With the quality perceived by the student‟s analysis, it was verified that their expectations were not being met. The analysis data generally indicate that students of UFPB's master's degree courses expect something different from what has been offered in their respective courses. According to the analysis, it is stated that reliability and empathy are the ones that are closest to the service expected by students, object of this research and it was concluded that the order of priority in the satisfaction of students considering the dimensions of quality was constituted First of the dimension Tangibility followed by Stability, Empathy, Security and Reliability. / Esta dissertação avaliou as percepções da qualidade do serviço e as expectativas dos alunos de mestrado do Centro de Tecnologia (CT) da Universidade Federal da Paraíba, utilizando o modelo SERVQUAL proposto por Parasuraman, Zeithaml e Berry (1985). Trata-se de uma pesquisa de natureza aplicada, quali-quantitativa, descritiva, uma pesquisa de levantamento ou survey. O SERVQUAL mensura a qualidade em 5 dimensões: tangibilidade, responsabilidade, confiabilidade, empatia e garantia, que aqui foram adaptadas para os serviços associados aos cursos de pós-graduação. A amostra foi composta por 187 respondentes matriculados nas pós de Engenharia Civil, de Produção, Mecânica, Alimentos, Química, Materiais e na pós de Arquitetura e Urbanismo. Através desta pesquisa foi possível, também, determinar o perfil dos estudantes, objeto de pesquisa, constatou-se que 50,5% são do sexo masculino e 49,5% são do sexo feminino. Aproximadamente 71% dos alunos dedicaram seu tempo a outras atividades que não fazem parte do programa de mestrado, 75% dos alunos estavam dentro do tempo regular para conclusão do mestrado. Identificou-se, ainda, que 75,9% dispunham de bolsa-auxílio. Sobre a autoavalição dos mesmos alunos, 75% deles consideram seu desempenho bom, 12% afirmam que é ótimo e 13% como razoável. Outro dado colhido afirma que 50% dos alunos que fazem parte da amostra desta pesquisa não publicaram nenhum artigo durante o mestrado e 24% publicaram apenas um artigo. A comparação entre satisfação do aluno e desempenho do atendimento foi feita com base nas respostas obtidas das variáveis para o serviço percebido, serviço esperado e o serviço mínimo aceitável. Com a análise da qualidade percebida pelos alunos, constatou-se que as expectativas dos mesmos não estavam sendo atendidas. Os dados da análise, em geral, indicam que os estudantes dos cursos de mestrado do CT da UFPB esperam algo diferente do que tem sido oferecido nos seus respectivos cursos. Ainda segundo a análise afirma-se que a confiabilidade e empatia são as que mais se aproximam do serviço esperado pelos alunos, objeto desta pesquisa e concluiu-se que a ordem de prioridade no atendimento da satisfação dos alunos considerando as dimensões da qualidade constituiu-se primeiramente da dimensão Tangibilidade seguido de Presteza, Empatia, Segurança e Confiabilidade.

For decades, the speed of commercial aviation was constrained by the sound barrier. However, recent noticeable growth in air traffic and the recognition of the “time” as a valuable asset for passengers, call for more efficient, faster commercial transport. The commercial supersonic flight, able to fly above the speed of the sound has not been around ever since Concorde made its last trip in 2003, but it is promised to be on its way back. Currently, several existing and emerging companies are competing to revive the concept by developing and launching efficient supersonic plane between 2020-2025. The aircraft could operate on long-haul intercontinental flights about 2.6 times faster than current subsonic airplanes, targeting primarily business travelers. However, such a technological leapfrogging innovation embodies several engineering, economic, environmental and other factors, vital for its commercial success.                                The overall purpose of this master thesis is to investigate which factors could ensure the success of the upcoming supersonic commercial flight. The research will examine whether the new generation of supersonic planes can achieve maintainable commercial success by introducing industry expert opinions and exploring the perceptions of potential passengers towards supersonic flight as a possible future transportation mode.                               The limited literature on the subject created the need for descriptive research to expand the understanding. The chosen deductive approach relies on adopting the theoretical conceptions on the Theory of Disruptive Innovation and the Extended GAP Model of Service Quality. Pragmatic research philosophy is used due to the fact that it was deemed necessary to pursue multiple views to enable best answering the research questions. Qualitative interviews with ten industry experts have been conducted, capturing both the market specifications and the technical functions of the planes. Furthermore, 28 potential consumers who have flown in a business class on a long-haul flight gave valuable insights on the service quality perceptions.                                The results show that demand for supersonic flight exists and people are willing to use it as long as the plane satisfies their expectations of service quality. Based on the predictions of industry experts and the high level of curiosity of the potential customers interviewed, and their positive perceptions towards using it, the commercial  supersonic flight has the scale possibility to be highly successful. However, the upcoming supersonic aircraft should find a balance between the main service quality attributes, such as speed, comfort, convenience, and safety, in relation to the economic, environmental, and engineering challenges.

The continuous development and expansion of online-banking have significantly changed the way of conducting banking errands. The traditional bank is gradually perishing as online-banking takes over, leading customers and banks to acquire new ways of communicating. Self-service technology and customer needs have changed the relationship between banks and their customers from physical to digital. Online-banking relationships were established to create interest for long-term relations to avoid the cost of acquiring new customers. How service quality factors within online-banking affect customer satisfaction have become relevant to study as it contributes to a bank’s performance. Where the performance increases the chances of competitive advantages such as a bigger market share and long-term success in the banking industry. The purpose of this thesis is to explain how service quality within online-banking affects customer satisfaction, using service quality factors from the e-SERVQUAL, SSTs and TAM. A quantitative method based on relevant theories were used through a positivistic and a deductive research approach in order to test the study hypotheses. The result of this study is based on 110 respondents. The result presents a positive relationship between service quality and customer satisfaction, as Technology and Fulfilment contributed the most and Reliability the least to customer satisfaction.

abstract: In recent years, service oriented computing (SOC) has become a widely accepted paradigm for the development of distributed applications such as web services, grid computing and cloud computing systems. In service-based systems (SBS), multiple service requests with specific performance requirements make services compete for system resources. IT service providers need to allocate resources to services so the performance requirements of customers can be satisfied. Workload and performance models are required for efficient resource management and service performance assurance in SBS. This dissertation develops two methods to understand and model the cause-effect relations of service-related activities with resources workload and service performance. Part one presents an empirical method that requires the collection of system dynamics data and the application of statistical analyses. The results show that the method is capable to: 1) uncover the impacts of services on resource workload and service performance, 2) identify interaction effects of multiple services running concurrently, 3) gain insights about resource and performance tradeoffs of services, and 4) build service workload and performance models. In part two, the empirical method is used to investigate the impacts of services, security mechanisms and cyber attacks on resources workload and service performance. The information obtained is used to: 1) uncover interaction effects of services, security mechanisms and cyber attacks, 2) identify tradeoffs within limits of system resources, and 3) develop general/specific strategies for system survivability. Finally, part three presents a framework based on the usage profiles of services competing for resources and the resource-sharing schemes. The framework is used to: 1) uncover the impacts of service parameters (e.g. arrival distribution, execution time distribution, priority, workload intensity, scheduling algorithm) on workload and performance, and 2) build service workload and performance models at individual resources. The estimates obtained from service workload and performance models at individual resources can be aggregated to obtain overall estimates of services through multiple system resources. The workload and performance models of services obtained through both methods can be used for the efficient resource management and service performance assurance in SBS. / Dissertation/Thesis / Ph.D. Industrial Engineering 2012

Submitted by Maria Medeiros (maria.dilva1@ufcg.edu.br) on 2018-09-06T12:23:33Z No. of bitstreams: 1 FRANCISCO MONTEIRO DE SALES JÚNIOR - DISSERTAÇÃO (PROFIAP-CCJS) 2016.pdf: 6251479 bytes, checksum: db960cd3352a95073c51232d424a7368 (MD5) / Made available in DSpace on 2018-09-06T12:23:33Z (GMT). No. of bitstreams: 1 FRANCISCO MONTEIRO DE SALES JÚNIOR - DISSERTAÇÃO (PROFIAP-CCJS) 2016.pdf: 6251479 bytes, checksum: db960cd3352a95073c51232d424a7368 (MD5) Previous issue date: 2016-12-21 / A qualidade de serviço está inerentemente relacionada à capacidade das ações, atitudes e comportamentos de um fornecedor em resolver problemas ou ofertar benefícios a um cliente, suprindo as suas necessidades e proporcionando satisfação. A mensuração deste atendimento não é trivial, pois permeia as expectativas individuais que são formadas por bases essencialmente intangíveis e subjetivas. O presente estudo objetivou avaliar a qualidade do serviço terceirizado de impressão do Campus Natal Central do Instituto Federal de Educação, Ciências e Tecnologia do Rio Grande do Norte a partir da percepção de seus usuários internos. A investigação exploratória e descritiva se caracterizou como um estudo de caso com um enfoque prático e aplicado, uma abordagem centrada nas pessoas, e adotou métodos mistos na coleta de dados, notadamente, entrevistas em profundidade, observações de campo e aplicação de questionário semiestruturado adaptado a partir da literatura. Esta estratégia proporcionou a superação das limitações de um viés unicamente qualitativo ou quantitativo, e garantiu maior robustez na análise. Os dados quantitativos foram submetidos às técnicas da estatística descritiva e da Análise Fatorial, sendo identificadas quatro dimensões latentes e consolidadas enquanto variáveis relevantes que melhor explicam a qualidade do serviço no modelo de ilhas de impressão, a saber: Empatia no Atendimento Colaborativo (24,37%); Confiabilidade no Funcionamento do Sistema (23,67%); Presteza na Resolução de Problemas (16,42%); e Segurança de Uso e Capacitação de Usuários (6,56%). A triangulação destes fatores críticos de sucesso com os demais dados qualitativos coletados propiciou uma compreensão mais aprofundada dos aspectos positivos e negativos do serviço, resultando em um diagnóstico que apontou para o êxito na adoção da solução terceirizada, e com ampla satisfação dos usuários. Por outro lado, foram apresentadas 19 (dezenove) proposições sugestivas para fins de correção dos entraves identificados, como a maior divulgação da política de impressão no Campus e a implantação de capacitação operacional continuada, contributos que implicam na melhoria do serviço ofertado. Enquanto limitação, a investigação não ponderou a visão das equipes de suporte técnico da empresa terceirizada e do Campus na conjuntura de avaliação da qualidade do serviço. / Service quality is inherently related to the ability of the actions, attitudes and behaviors from supplier to solve problems or to offer benefits to customer in order to meet their needs and provide satisfaction. Assessing this service is not trivial as it permeates individual expectations, which are essentially intangible and subjective. The objective of this research was to evaluate the quality of the outsourced printing service at Central Natal Campus of the Federal Institute of Education, Science and Technology of Rio Grande do Norte, from the perception of its internal users. Exploratory and descriptive research was characterized as a practical and applied case study focused on a people-centered approach and has adopted mixed methods in data collection, such as in-depth interviews, field observation and a semiprocessed questionnaire application adapted from the literature, always focused on a peoplecentered approach. This strategy has overcome the limitations of a qualitative or quantitative bias and has ensured greater robustness in the analysis. Quantitative data were submitted to the descriptive statistical technique and the Factorial Analysis, being identified four latent and consolidated dimensions as relevant variables that best explain service quality in the print islands model, namely: collaborative attendance empathy (24.37%); reliability in the system operation (23.67%); promptness at solving problems (16.42%) and use security and user training (6.56%). The triangulation of these success critical factors with other qualitative data collected provided a deeper understanding of both positive and negative aspects of the service. The final diagnosis points to the success in adopting the outsourced solution, with great users’ satisfaction. On the other hand, 19 (nineteen) proposals were presented for the purpose of correcting existing obstacles, such as a better dissemination of the printing policy in the Campus and the implementation of continuous operational training, contributing to improve the service offered. As a limitation, the investigation did not take into consideration the opinion of the technical support teams both from the outsourced company and the Campus.

WeChat is a widely used multi-functional social media platform in China. The increasing number of WeChat users provides new possibilities and challenges for company marketing strategy. We draw literature from word-of-mouth (WOM) and e-service quality (e-SQ). Qualitive study approach was conducted, and ten interviews done with Chinese consumers with shopping experience on WeChat. This thesis aims to explore the purchasing experience of Chinese consumers on WeChat, and specifically we want to understand how do WOM/ eWOM influences Chinese consumers on their shopping experience on WeChat, and what aspect of the e-SQ may affect Chinese consumers’ shopping experience on WeChat. The results reveal that in the brand awareness period, people are more likely to be influenced by WOM to notice products or services. Furthermore, offline WOM has more influential persuading power than online WOM. In terms of e-service quality, the professionalism and convenience of website design is the foundation of consumer purchase. Fulfillment and security perform quite well on WeChat according to our research findings. At the same time, consumers on WeChat are inclined to buy products with less need of customer service.

Muitos estudos científicos avaliam a influência das capacidades de TI sobre a vantagem competitiva e sobre o desempenho da firma. Entretanto, percebe-se a existência de lacunas na literatura sobre capacidades de TI atreladas a alguns temas específicos. Nesse sentido, a comunidade científica carece de estudos que analisem especificamente a relação das capacidades de TI com a qualidade da informação e com a qualidade do serviço de informação, já que as atuais publicações tangenciam, mas não resolvem este dilema. Com o propósito de atender a esta demanda, a presente pesquisa investigou, em um ambiente de negócios digitais: a) como as capacidades de TI se relacionam com a qualidade da informação; b) como as capacidades de TI se relacionam com a qualidade do serviço de informação, e c) se existem outras capacidades ou recursos que, juntamente com as capacidades de TI, influenciam a qualidade de informação e a qualidade do serviço de informação. A fim de atender a esses objetivos, empregou-se o método de estudo de casos múltiplos e a técnica de análise de conteúdo temática. Para a coleta dos dados, utilizou-se uma triangulação das técnicas de entrevistas semiestruturadas e análise documental. A análise comparativa dos quatro casos realizados permitiu concluir que as capacidades de TI se relacionam com a qualidade da informação e com a qualidade do serviço de informação no contexto de negócios digitais, e que a intensidade desse relacionamento é maior para algumas dimensões específicas das capacidades de TI. Verificou-se, ainda, que existem outras capacidades ou recursos que, juntamente com as capacidades de TI, influenciam a qualidade de informação e a qualidade do serviço de informação, no contexto de negócios digitais. / Many studies have evaluated the influence of IT capabilities on competitive advantage and on firm performance. However, there are gaps in the literature about the IT capabilities topic related to some specifics elements. Thus, the scientific community needs studies that specifically analyze the relationship between IT capabilities, information quality and information service quality, since current publications just mention it, but do not solve it’s dilemma. In order to fill this gap, this research investigates, in an environment of digital business: a) how IT capabilities are related to information quality; b) how IT capabilities are related to information service quality, and c) if other capabilities or resources, beside IT capabilities, influence information quality and information service quality. For that, this research employs the multiple case study method and the technique of content analysis. To data collection, it was used the combination of semi-structured interviews and document analysis techniques. Then, a comparative analysis of four cases was conducted. As result, it was concluded that IT capabilities are related to information quality and to information service quality in the context of digital business. However, the intensity of this relationship is higher for some specifics dimensions of IT capabilities. It was also found that, in this context, there are other capabilities or resources that influence information quality and information service quality beside IT capabilities.

Submitted by GILVANI ALVES null (gilvani.alves@blv.ifmt.edu.br) on 2016-04-11T17:30:40Z No. of bitstreams: 1 MestradoEngEletrica_FEIS_GilvaniAlves_23022016_final.pdf: 10236294 bytes, checksum: 4f2e12f09521a832fdeb1884dc27795f (MD5) / Approved for entry into archive by Juliano Benedito Ferreira (julianoferreira@reitoria.unesp.br) on 2016-04-12T14:50:46Z (GMT) No. of bitstreams: 1 alves_g_me_ilha.pdf: 10236294 bytes, checksum: 4f2e12f09521a832fdeb1884dc27795f (MD5) / Made available in DSpace on 2016-04-12T14:50:46Z (GMT). No. of bitstreams: 1 alves_g_me_ilha.pdf: 10236294 bytes, checksum: 4f2e12f09521a832fdeb1884dc27795f (MD5) Previous issue date: 2016-02-23 / O presente trabalho procede da pesquisa que investigou sobre a aplicação de técnicas de qualidade de serviços - QoS em redes sem fio, à rede principal do sistema de automação predial do Instituto Federal de Educação, Ciência e Tecnológica – Campus Cuiabá Bela Vista. A finalidade proposta foi verificar a eficácia de uma rede sem fio no transporte de pacotes entre a central de controle e o sistema controlado, quando esta rede é compartilhada por fluxos de dados provenientes da comunidade acadêmica. Os serviços consumidos pelos usuários conectados à rede através de dispositivos móveis como tablets, smartphones e computadores portáteis, geram gargalos capazes de comprometer o sistema de automação predial, considerado um sistema crítico sensível ao tempo de entrega de pacotes. Os procedimentos metodológicos realizados buscam mitigar a latência dos pacotes provenientes dos processos gerenciados. Os resultados obtidos demonstram que é possível ampliar o número de unidades de controle atendidas, por intermédio de controles de admissão e definição de níveis de prioridades aos pacotes trafegados em um domínio de redes sem fio IEEE 802.11. A escolha do método DiffServ integrado ao algoritmo de escalonamento Hierarchical Token Bucket (HTB), permitiu classificar, medir, marcar e policiar os pacotes, o que possibilitou o tratamento e transmissão de pacote no núcleo da rede de modo fácil e eficiente. A taxa de erro de transmissão em situação de estresse na rede sem aplicação de políticas de QoS, quando comparada aos demais cenários são elevados, gerando travamento ou inoperabilidade. O uso dos métodos de QoS proporciona ao sistema maior confiabilidade mesmo em situações de anormalidade na rede. Esta pesquisa demonstra claramente que é possível utilizar um ambiente sem fio compartilhado com aplicações consumidoras de banda como rede principal de um sistema de automação predial, fator que possibilita aos proprietários de imóveis que não possuem infraestrutura de cabeamento estruturado implantar processos prediais automatizados. / This work comes from a research that investigated the implementation of quality service techniques - QoS on wireless networks, applied to the main network of the building automation system of the Federal Institute of Education, Science and Technology - Câmpus Cuiabá Bela Vista. The purpose was to verify wireless network effectiveness in the transport of packets between the control center and the controlled system, when this network is shared by data flows from the academic community. The services consumed by users connected to the network via devices such as tablets, smartphones and mobile computers, generate bottlenecks that can compromise the building automation system, considered a critical system sensitive to package delivery time. The methodological procedures performed seek to mitigate the latency of packets from the managed processes. The results obtained demonstrate that is possible to increase the number of control units served, by using intake controls and setting priority levels to the packets trafficked in a wireless networks domain IEEE 802.11.The choice of DiffServ method integrated to Hierarchical Token Bucket (HTB) scheduling algorithm, allowed to classify, measure, mark and police the packets, allowing an easily and efficiently packet processing and transmission in the core of the network. The transmission error rate under stress on the network without the application of QoS policies, compared to other scenarios, is high, generating crash or inoperability. The use of QoS methods provides more reliability to the system even under abnormal conditions in the network. This research clearly demonstrates that it is possible to use a shared wireless environment with band consumer applications as the core network of a building automation system, a factor that enables homeowners who do not have structured cabling infrastructure to deploy automated building processes.

Contact Centre agents operate in closely monitored and highly controlled environments and their work consists of solving service requests or assisting customers with information on products or services. Consequently their work involves a great deal of emotional labour and stress. It is not surprising then, that the working environment of the Contact Centre is reported to have a negative impact on the levels of Quality of Worklife of Contact Centre agents, and that in the Contact Centre context, it is likely that low levels of Quality of Worklife exist. It is argued that it is important for organisations to be particularly aware of the Quality of Worklife perceptions of their employees should they want to address Quality of Worklife levels and benefit from the positive consequences of higher levels of the construct. Numerous variables are reported to play either an antecedent, moderating, mediating, or consequential role in relation to the Quality of Worklife construct. A systems model of Quality of Worklife is developed, which illustrates the inter-relationships of these variables and how they affect and are affected by the Quality of Worklife construct. It is argued that leadership is an important antecedent to Quality of Worklife, and this is the antecedent of interest in this study. It is proposed that it is not just any leadership that will contribute to an improved Quality of Worklife, particularly within a challenging context such as the Contact Centre environment. Rather, it is suggested that certain qualities of leaders will have a greater influence on Quality of Worklife. For example, leaders who focus on relationships and are caring - characteristics associated with servant leaders - are deemed more suitable for the Contact Centre context. The research also proposes that there are close associations between Servant Leadership and Trust, which in turn has the potential to affect Quality of Worklife positively. It is argued, therefore, that Trust mediates the relationship between Servant Leadership and Quality of Worklife in the customer service frontline context. While there is a broad base of literature available on servant leadership that focuses on the senior or executive level of leadership, Van Dierendonck and Nuijten (2011) have argued that it is also relevant at the middle level of management and have validated an eight dimensional measure of servant leadership that is suitable for this management level. The Van Laar, Edwards and Easton (2007) Quality of Worklife model is also argued to be an appropriate model and measure of the Quality of Worklife construct, due to the robustness of the instrument design and the appropriateness of its underlying theory to the context of this research. Research has shown that leadership can have a significant relationship with Quality of Worklife. Moreover, a review of the literature on servant leadership reveals that trust, satisfaction, general well-being, and commitment to their jobs increases when employees are exposed to leadership behaviours associated with servant leadership. There is however, no evidence in the literature of any investigation of the relationship between Servant Leadership and Quality of Worklife, or of research investigating the partial mediating effects of Trust between these two constructs. Research was conducted to test this relationship. A survey questionnaire was administered amongst a sample of 555 Contact Centre agents, who were employed in eight different organisations. Confirmatory factor analysis procedures were conducted in STATA (V15.0), to test and validate the factor structure of Servant Leadership and Quality of Worklife models. The research also produced a Servant Leadership, Trust and Quality of Worklife structural equation model that supported the hypotheses of the relationships between the constructs. Mediation analysis confirmed Trust’s role as a mediator between Servant Leadership and Quality of Worklife. The structural equation model confirmed that synergies between Servant Leadership, Trust and Quality of Worklife exist, and that Trust partially mediates the relationship between Servant Leadership and Quality of Worklife. It is therefore argued that an increase in Servant Leadership behaviour by the manager or supervisor of frontline staff has a positive association with increases of Trust, as well as positive associations with Quality of Worklife experienced by employees in the frontline context. Moreover, it is also posited that the relationship between Servant Leadership and Quality of Worklife is partially mediated by Trust of the supervisor. The implications of these results are discussed, and recommendations made for management practice and further research.