Assessing Organizational Effectiveness in the Service Sector
- Resource Type
- Article
- Authors
- Kraft, Kenneth; Jauch, Lawrence; Boatwright, E. W.
- Source
- Services Marketing Quarterly; 1996, Vol. 14 Issue: 1 p101-116, 16p
- Subject
- Language
- ISSN
- 15332969; 15332977
The authors surveyed fifty-three service-sector firms in two industries using an organization effectiveness instrument. This study found that personnel is the most important category of concern for service-sector executives. While there were strong similarities between service-sector executive ratings of organizational effectiveness criteria, significant differences exist across the two industries. These similarities and differences are discussed along with their implications for future research.