Effects of Job Standardization and Job Satisfaction on Service Quality

Abstract

ABSTRACT This study develops and tests a model which examines the effects of job standardization and job satisfaction on service quality by using Turkish frontline employees in multiple service industries in Northern Cyprus as its setting. Study results show that job standardization and job satisfaction exert significant positive effects on service quality. Empirical evidence also suggests that job standardization has a significant positive impact on job satisfaction. Implications of the results for service managers and avenues for further research are discussed in the study.