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Route to Customer Satisfaction is Through Employees   Amit Gupta

Route to Customer Satisfaction is Through Employees

164 страниц. 2010 год.
LAP Lambert Academic Publishing
I strongly belief that the route to customer satisfaction is through employees, especially for service businesses where customer interface is a critical part of the delivery process. The current book builds on the research on positive influence of employees'' perceptions of service climate and service quality on customer satisfaction. We test a model between employees'' perceptions of service climate, capability, quality and employee service behaviors, with customer satisfaction in a State Government agency. Results show that management practices related to coordination and service emphasis positively impact employee service capabilities. Employee service behaviors and service capability positively impact employees'' perceptions of service quality. Only employee service behaviors have an impact on customers'' perceptions of service quality. No relationships were found between employees'' perceptions of service capability or service quality with customers'' perceptions of service...
 
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