haku: @journal_id 94 / yhteensä: 489
viite: 5 / 489
| Tekijä: | Johnson, J. |
| Otsikko: | Linking employee perceptions of service climate to customer satisfaction |
| Lehti: | Personnel Psychology
1996 : WINTER, VOL. 49:4, p. 831-852 |
| Asiasana: | PSYCHOLOGY EMPLOYEES SERVICE |
| Kieli: | eng |
| Tiivistelmä: | 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. |
SCIMA