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 quality. Results using HLM indicate that HR
practices, service emphasis, service behaviors and service
capability positively impact and interpersonal relationships
negatively impact customer satisfaction.
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