Title

Co-operative teamwork for service quality in east Asia

Document Type

Journal article

Source Publication

Managing Service Quality: An International Journal

Publication Date

1-1-1999

Volume

9

Issue

3

First Page

209

Last Page

216

Keywords

Customer service, East Asia, Teamwork

Abstract

Managers and employees need a crisp understanding of the nature of the teamwork that improves quality service to customers. Field and experiment studies have shown the utility of Deutsch's theory of co-operation and competition for understanding quality enhancing teamwork in East Asia. Co-operative goals have been found to contribute to a constructive, open-minded discussion of opposing views that in turn result in quality service and strong work relationships. Managers and employees can together develop shared goals, integrated roles, and common tasks that build co-operative goals. Then they feel that they are on the same side so that as one succeeds, other methods can foster an open-minded discussion of opposing views. Team members can use this framework to develop their relationships with customers as well as with one another.

DOI

10.1108/09604529910273616

Print ISSN

09604529

Publisher Statement

Copyright © 1999, MCB UP Limited. Access to external full text or publisher's version may require subscription.

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