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Title: Examining service quality in third sector service delivery organisations through a stakeholder lens
Author: Best, Bernadette
ISNI:       0000 0004 5991 9644
Awarding Body: Ulster University
Current Institution: Ulster University
Date of Award: 2016
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The purpose of this study is to examine factors influencing service quality in third sector organisations (TSOs) through a stakeholder lens. Specifically, the study explores factors determining how service quality is defined, understood. conceptualised and managed through exchanges with multiple actors. This study seeks to conceptualise a holistic understanding of the service quality construct to inform the potential for greater economic and social value co-creation. The study examines service quality by undertaking an exploratory qualitative case study of a consortium of TSOs delivering employability services contracted by the State. Multiple data collection methods are employed including in-depth interviews with multiple stakeholders, focus groups, research observation, repeat interviews, and documentation analYSis. The findings identify three key themes including: conceptualising service quality, stakeholder identification and classification, and stakeholder salience, that need to be ,considered to understand and improve service quality. This study reflects that in a many-to-many context, service quality is a multifaceted concept differentiated at multiple levels, dimensions, and stages. Service delivery complexities in multiorganisational, multi-stakeholder settings are moderated by service quality enablers and value co-creation mechanisms and processes. TSO stakeholders are broadly defined, including those who can affect and those affected by service quality. Balancing polarities in normative and instrumental stakeholder expectations is aided through the co-determination of attributes of stakeholder salience important to both managers and stakeholders. Factors influencing the co-determination of salience include: the degree of values alignment across stakeholders, the impact of environmental changes on stakeholder inter-dependencies, and attributes of salience important to managers and stakeholders. Attributes of stakeholder salience have both positive and negative impacts on service quality. A detailed conceptual model of service quality in a many-to-many context is presented thus aiding theoretical development and practical application. In addition, practical recommendations are extended together with an agenda informing future research.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available