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Service quality perception difference between employees and customers.

Ng, Wai Hung Thomas. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2002. / Includes bibliographical references (leaves 103-112). / Abstracts in English and Chinese ; questionnaires in Chinese. / ABSTRACT (ENGLISH) --- p.i / ABSTRACT (CHINESE) --- p.iv / ACKNOWLEDGEMENT --- p.vi / TABLE OF CONTENTS --- p.vii / LIST OF TABLES --- p.ix / LIST OF FIGURES --- p.x / Chapter CHAPTER I --- INTRODUCTION --- p.1 / Chapter CHAPTER II --- LITERATURE REVIEW --- p.6 / Service Quality (SQ) --- p.6 / Conceptualizing SQ --- p.9 / SQ Perception Discrepancy between Employees and Customers --- p.14 / SQ Conceptualization Discrepancy / Discrepancy in Psychometric Properties of SQ scale / SQ Evaluation Discrepancy / Measurement Equivalence/Invariance(ME/I) --- p.19 / Testing Configural Invariance / Testing Factorial Invariance / Testing Unique Variance Equivalence / Testing Factor Variance Equivalence / Testing Intercept/Scalar Invariance / Testing Factor Correlations Equivalence / Testing Latent Means Equivalence / Chapter CHAPTER III --- OBJECTIVE --- p.25 / Chapter CHAPTER IV --- CONCEPTUALIZATION --- p.27 / SQ Conceptualization --- p.27 / Difference in Conceptual Model / Difference in Manifestation of Constructs (Dimensions) / Psychometric Properties of the Scale --- p.31 / Difference in Magnitude of Random Error / Difference in Perception Dispersion / Difference in Baseline Perception / SQ Evaluation --- p.35 / Difference in Interrelationships among Dimensions / Difference in Perceived SQ level / Summary --- p.39 / Chapter CHAPTER V --- METHODOLOGY --- p.41 / Data Collection --- p.41 / Survey Instrument / Interview / Method of Analysis --- p.42 / Testing Difference in Conceptual Model / Testing Difference in Manifestation of Constructs / Testing Difference in Magnitude of Random Error / Testing Difference in Perception Dispersion / Testing Difference in Baseline Perception / Testing Difference in Interrelationships among Dimensions / Testing Difference in Perceived SQ level / Other Methodologies in Examining ME/I --- p.51 / Chapter CHAPTER VI --- RESULTS --- p.56 / SQ Conceptualization --- p.59 / Difference in Conceptual Model / Difference in Manifestation of Constructs / Psychometric Properties of the Scale --- p.68 / Difference in Magnitude of Random Error / Difference in Perception Dispersion / Difference in Baseline Perception / SQ Evaluation --- p.75 / Difference in Interrelationships among Dimensions / Difference in Perceived SQ level / Summary of Results --- p.77 / SQ Conceptualization / Psychometric Properties / SQ Evaluation / Chapter CHAPTER VII --- DISCUSSION AND CONCLUSION --- p.85 / Managerial Implications --- p.85 / Using Employees Information / Training / Methodological Merits --- p.90 / Measurement Non-invariance as a Source of Information --- p.92 / Future Direction: / Application of the Multiple Forms of Discrepancy --- p.94 / Conclusion --- p.95 / APPENDIX --- p.96 / Chapter 1A. --- Employees Survey Questionnaire --- p.96 / Chapter 1B. --- Customers Survey Questionnaire --- p.99 / Chapter 2. --- Item Patterns of Three Testing Models --- p.102 / REFERENCES --- p.103

Identiferoai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_323813
Date January 2002
ContributorsNg, Wai Hung Thomas., Chinese University of Hong Kong Graduate School. Division of Business Administration.
Source SetsThe Chinese University of Hong Kong
LanguageEnglish, Chinese
Detected LanguageEnglish
TypeText, bibliography
Formatprint, x, 112 leaves : ill. ; 30 cm.
RightsUse of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/)

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