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.
Full-text Version
Publisher’s Version
Language
English