The mediating effect of internal service quality on employee turnover – empirical evidence from Taiwanese nurses

Hung, Jai-Yi, Wong, Ho-Yin and Lan, Yu-Li 2013, The mediating effect of internal service quality on employee turnover – empirical evidence from Taiwanese nurses, Academy of Taiwan business management review, vol. 9, no. 3, pp. 82-92.

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Title The mediating effect of internal service quality on employee turnover – empirical evidence from Taiwanese nurses
Author(s) Hung, Jai-Yi
Wong, Ho-Yin
Lan, Yu-Li
Journal name Academy of Taiwan business management review
Volume number 9
Issue number 3
Start page 82
End page 92
Total pages 11
Publisher Taiwan Institute of Business Administration
Place of publication Taichung City, Taiwan
Publication date 2013-12-18
ISSN 1813-0534
Keyword(s) trust
strategic alliances
networks
communication
information exchange
inter-firm adaptation
Summary Informed by social exchange theory (SET) this study examines the role of trust in strategic alliances. Interviews were conducted with 17 participants who were strategic alliance managers in their organization. The study finds that trust is important to strategic alliance managers, and without it alliance managers would find it difficult to keep their alliance going. Trust is built over time, and based on the past experiences that the alliance manager has with their partner. The study found that prior networks, timely and appropriate communication and information exchange, fairness preservation and inter-firm adaptation were important in developing trust in the strategic alliance.
Language eng
Field of Research 150503 Marketing Management (incl Strategy and Customer Relations)
Socio Economic Objective 910403 Marketing
HERDC Research category C1 Refereed article in a scholarly journal
Persistent URL http://hdl.handle.net/10536/DRO/DU:30059963

Document type: Journal Article
Collection: Deakin Graduate School of Business
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