Supervision and service quality

Abstract

This study examined relationships between quality of supervision, supports and barriers to quality service, job satisfaction and quality of services and products provided by a large professional services organization. Data were collected from 999 managers and professional field staff using anonymous questionnaires. LISREL analysis showed considerable support for the research model. Quality of supervision had direct effects on barriers to service (negative) and supports for service, job satisfaction and quality of products and services (all positive). In addition, quality of supervision had indirect effects on job satisfaction and quality of products and services through both barriers and supports for service.

Citation

Burke, R.J. (2001), "Supervision and service quality", Measuring Business Excellence, Vol. 5 No. 4, pp. 28-31. https://doi.org/10.1108/13683040110411269