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Managerial leadership and service quality: toward a model of social work administration
Abstract
A study describes and explains the relationships between the priority given to specific managerial behaviors and variations in service quality. Specifically, the research assessed the association between the importance hospital social work directors attached to selected managerial behaviors and the quality of services provided by their departments. In this study, service quality was used as the best available surrogate measure for service effectiveness. It is argued that service effectiveness is a multidimensional construct, one aspect of which is service quality or the degree "to which the organization is competently implementing methods and techniques that are thought necessary to achieving service objectives." High quality services do not guarantee desirable client outcomes or client satisfaction, but practitioners believe, based on the best available knowledge, that using certain technologies and arranging services in specified ways will, in all likelihood, benefit the client.
Journal
(1989)
vol13
no3
pages73-98
Categories
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Nonprofit Leadership
