LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION

Although a common theme in the service quality literature is that organizations must create and maintain a climate for service in order for employees to effectively deliver service, few studies exist that evaluate climate for service components against a criterion of customer satisfaction. The effec...

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Bibliographic Details
Published in:Personnel psychology 1996-12, Vol.49 (4), p.831-851
Main Author: JOHNSON, JEFF W.
Format: Article
Language:English
Subjects:
Bank services
Customer satisfaction
Customer services
Effects
Employee Attitudes
Employees
Focus Groups
Human Resources
Job Satisfaction
Operations management
Performance evaluation
Personnel Selection
Quality of service
Studies
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Summary:Although a common theme in the service quality literature is that organizations must create and maintain a climate for service in order for employees to effectively deliver service, few studies exist that evaluate climate for service components against a criterion of customer satisfaction. The effectiveness of different aspects of a climate for service is evaluated by determining the relationships between service climate components and facets of customer satisfaction, as rated by 538 employees and 7,944 customers across 57 branches of a large bank. All service climate components were significantly related to at least one facet of customer satisfaction (e.g., teller service). Seeking and sharing information about customers' needs and expectations, training in delivering quality service, and rewarding and recognizing excellent service were the practices that were most highly related to satisfaction with service quality.
ISSN:0031-5826
1744-6570
DOI:10.1111/j.1744-6570.1996.tb02451.x