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Visual tools in service industries
Descriptive
TitleInfo
Title
Visual tools in service industries
SubTitle
effects of visual tools on individual employee performance moderated by transformational leadership
Name
(type = personal)
NamePart
(type = family)
Mears
NamePart
(type = given)
Amy Beth
NamePart
(type = date)
1976-
DisplayForm
Amy Mears
Role
RoleTerm
(authority = RULIB)
author
Name
(type = personal)
NamePart
(type = family)
Spell
NamePart
(type = given)
Chester
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Chester Spell
Affiliation
Advisory Committee
Role
RoleTerm
(authority = RULIB)
chair
Name
(type = personal)
NamePart
(type = family)
Garcia
NamePart
(type = given)
Luis
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Luis Garcia
Affiliation
Advisory Committee
Role
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(authority = RULIB)
internal member
Name
(type = personal)
NamePart
(type = family)
Nave
NamePart
(type = given)
Christopher
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Christopher Nave
Affiliation
Advisory Committee
Role
RoleTerm
(authority = RULIB)
internal member
Name
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NamePart
Rutgers University
Role
RoleTerm
(authority = RULIB)
degree grantor
Name
(type = corporate)
NamePart
Camden Graduate School
Role
RoleTerm
(authority = RULIB)
school
TypeOfResource
Text
Genre
(authority = marcgt)
theses
OriginInfo
DateCreated
(qualifier = exact)
2012
DateOther
(qualifier = exact);
(type = degree)
2012-10
Place
PlaceTerm
(type = code)
xx
Language
LanguageTerm
(authority = ISO639-2b);
(type = code)
eng
Abstract
(type = abstract)
This study advances the literature on Lean Six Sigma (LSS) and use of visual tools. The paper focuses on understanding the association between specific visual tools developed within LSS process improvement programs in a service industry and individual job performance, as measured by objective quality assurance reviews and moderated by the type of leader (low transformational vs. high transformational). I further build on the literature by using a within- subjects archival field methodology to test my hypothesis that quality of work will significantly change after visual tool implementation. The data was obtained from 114 employees and 23 managers of a Fortune 100 customer service company. Results show that there is a significant increase in quality scores when using visual tools. Transformational leadership did not moderate this relationship; however, individuals with highly transformational managers were significantly better performers regardless of the visual tools. Implications for further study and for organizations in how they may better design and implement organizational tools to produce positive outcomes for their employees and organizations in general are discussed.
Subject
(authority = RUETD)
Topic
Psychology
RelatedItem
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TitleInfo
Title
Rutgers University Electronic Theses and Dissertations
Identifier
(type = RULIB)
ETD
Identifier
ETD_4245
PhysicalDescription
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electronic resource
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application/pdf
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text/xml
Extent
v, 42 p. : ill.
Note
(type = degree)
M.A.
Note
(type = bibliography)
Includes bibliographical references
Note
(type = statement of responsibility)
by Amy Beth Mears
Subject
(authority = ETD-LCSH)
Topic
Service industries--Management
Subject
(authority = ETD-LCSH)
Topic
Visual training
Subject
(authority = ETD-LCSH)
Topic
Transformational leadership
Subject
(authority = ETD-LCSH)
Topic
Performance standards
Identifier
(type = hdl)
http://hdl.rutgers.edu/1782.1/rucore10005600001.ETD.000066528
RelatedItem
(type = host)
TitleInfo
Title
Camden Graduate School Electronic Theses and Dissertations
Identifier
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rucore10005600001
Location
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(displayLabel = Rutgers, The State University of New Jersey)
NjNbRU
Identifier
(type = doi)
doi:10.7282/T3N015CC
Genre
(authority = ExL-Esploro)
ETD graduate
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Rights
RightsDeclaration
(ID = rulibRdec0006)
The author owns the copyright to this work.
RightsHolder
(type = personal)
Name
FamilyName
Mears
GivenName
Amy
Role
Copyright Holder
RightsEvent
Type
Permission or license
DateTime
(encoding = w3cdtf);
(qualifier = exact);
(point = start)
2012-09-17 12:00:25
AssociatedEntity
Name
Amy Mears
Role
Copyright holder
Affiliation
Rutgers University. Camden Graduate School
AssociatedObject
Type
License
Name
Author Agreement License
Detail
I hereby grant to the Rutgers University Libraries and to my school the non-exclusive right to archive, reproduce and distribute my thesis or dissertation, in whole or in part, and/or my abstract, in whole or in part, in and from an electronic format, subject to the release date subsequently stipulated in this submittal form and approved by my school. I represent and stipulate that the thesis or dissertation and its abstract are my original work, that they do not infringe or violate any rights of others, and that I make these grants as the sole owner of the rights to my thesis or dissertation and its abstract. I represent that I have obtained written permissions, when necessary, from the owner(s) of each third party copyrighted matter to be included in my thesis or dissertation and will supply copies of such upon request by my school. I acknowledge that RU ETD and my school will not distribute my thesis or dissertation or its abstract if, in their reasonable judgment, they believe all such rights have not been secured. I acknowledge that I retain ownership rights to the copyright of my work. I also retain the right to use all or part of this thesis or dissertation in future works, such as articles or books.
Copyright
Status
Copyright protected
Availability
Status
Open
Reason
Permission or license
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Technical
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227328
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windows xp
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235520
Checksum
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