Changes in Perceptions of Service Quality Corresponding to Population Growth

Abstract

Basic service sector employment is often viewed as incorporating a large percentage of low skilled labor or labor that is new to the job market. In times of economic growth and population growth, demand for labor, at all levels, increases. This increase in labor demand also increases labor mobility, as employees are encouraged to find better employment when they gain a more competitive level of skills and experience. This is a concern for employers in the service industries. It is feared that rapid turnover in their workforce will affect the ability of service providers to assure quality in the service delivery. This report is the first step in a proposed longitudinal study that will attempt to measure changes in perceptions of service quality after a period of strong economic growth and population increase.

Keywords: Service quality, Population growth, Labor mobility, Entry level employment.