Authors : Ama UDU and Okwor Henry
Abstract: Service firms hold a central part in the flow of the Nigerian economy, either in providing jobs for teeming young people or enabling business start-ups with cheap labor in other to strive farther than it would have been without such easily sourced labor. The research was about how such cheap labor (apprentices) aid the level of service quality of auto-mechanic firms, considering the service quality dimensions of customers experience and service outcome. The results show a statistically significant but weak positive relationship between owner-apprentice bias and service quality experience and no statistically significant relationship between service quality outcome and owner-apprentice bias.
UDU, Ama Aka and Okwor Henry, 2018. Owner-Apprentice Bias, Service Quality and Outcomes Amongst Auto-Mechanic Firms in Abakaliki Nigeria. International Business Management, 12: 276-284.