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The study investigates service quality in housing agencies through the SERVQUAL survey, assessing both residents and counselors. Findings reveal a gap between expected and actual service quality, indicating dissatisfaction among customers. The research supports the PSJS Model, highlighting that human service organizations struggle to meet the needs of low-income families. Additionally, factors such as occupational stressors related to emotions and job duties significantly impact service quality. The quantitative analysis was conducted at a Washington DC housing agency to pinpoint these influencing factors.
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How Personality Traits And Job Satisfaction Influence Service Quality, Donna Robinson
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- Année de publication
- 2015
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