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| Author: | Klose, A. Finkle, T. |
| Title: | Service quality and the congruency of employee perceptions and customer expectations: the case of an electric utility |
| Journal: | Psychology and Marketing
1995 : OCT, VOL. 12:7, p. 639-646 |
| Index terms: | SERVICE QUALITY EMPLOYEES CUSTOMERS EXPECTATIONS |
| Language: | eng |
| Abstract: | Understanding how the quality of customer service is impacted by employees is essential to managing and improving customer service quality. This article develops a model that looks at the relationship between a series of two important customer service gaps. The first series of gaps (service provider gaps) is a result of the difference between consumers' and employees' expectations based on various dimensions of the customer service encounter. This study found a positive significant relationship between the two series of gaps. |
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