Format

Send to

Choose Destination
See comment in PubMed Commons below
J Appl Psychol. 2003 Feb;88(1):179-87.

Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

Author information

1
School of Hotel Administration, Cornell University, Ithaca, New York 14853, USA. ams76@cornell.edu

Abstract

The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworkers was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone.

PMID:
12675405
[Indexed for MEDLINE]
PubMed Commons home

PubMed Commons

0 comments
How to join PubMed Commons

    Supplemental Content

    Full text links

    Icon for American Psychological Association
    Loading ...
    Support Center