Effectiveness Of Service Delivery System Of Electronics Sale Companies A Study Of Structural Level And Managers Origin
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Date
1999-05
Authors
LOI HIN, CHIN
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Abstract
The main purpose of this study was to determine the effect Oi' twO of the attributes of
electronic sales companies on the effectiveness of the servi(:e delivery system. The
two attributes studied were the origin of managers; local or foreign, and the number of
hierarchical levels between the top management of the sales organization and the firstline
contact persons.
Effectiveness of the servIce delivery system are usually quantified in terms of
revenue, however it was not possible to ascertain the exact revenue (Christopher,
1983) of the companies generated from the effectiveness of the system. Thus it was'
necessary to use a surrogate measurement for the effectiveness via the service quality
measure.
Effectiveness was determined from within the organization by looking at the services
that the sales companies provide, whereas service quality looked at this same
effectiveness but from the customers' viewpoint.
The two attributes were solicited from the sales compames by means of mail
questionnaires and the servIce quality levels for each of these companIes were
obtained by means of modified service quality instrument obtained from the
customers of these sales companies. The modified service quality instrument was
adapted from an earlier study by Dabholkar, Thorpe, and Rentz, (1996) which itself
was based on the SERVQUAL instrument by Parasuraman et al. (1990).
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Effectiveness Of Service Delivery System Of Electronics Sale Companies , A Study Of Structural Level And Managers Origin