A MODEL OF CROSS-CULTURAL ATTRIBUTION PROCESSES ON SERVICE QUALITY, SRILANKA
Journal Title: International Journal of Physical and Social Sciences (IJPSS) - Year 2012, Vol 2, Issue 5
Abstract
When a service failure occurs, employees will either make internal or external attributions for the service failure. A model is developed that suggests that the training needs of employees who make internal attributions of service failures will be very different from those of employees who make external attributions. Evidently, the specific training program will be localized to the country and employees. Hence, the value of the model stems from its ability to highlight the need for attribution style training in order to ensure service quality. With the increase in services export, understanding the employee’s perspective of service quality will result in better provision of services to the end customer.
Authors and Affiliations
E Ratnam
Keywords
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