Document Detail


Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.
MedLine Citation:
PMID:  12675405     Owner:  NLM     Status:  MEDLINE    
Abstract/OtherAbstract:
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.
Authors:
Alex M Susskind; K Michele Kacmar; Carl P Borchgrevink
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Publication Detail:
Type:  Journal Article; Research Support, Non-U.S. Gov't    
Journal Detail:
Title:  The Journal of applied psychology     Volume:  88     ISSN:  0021-9010     ISO Abbreviation:  J Appl Psychol     Publication Date:  2003 Feb 
Date Detail:
Created Date:  2003-04-04     Completed Date:  2003-04-15     Revised Date:  2006-11-15    
Medline Journal Info:
Nlm Unique ID:  0222526     Medline TA:  J Appl Psychol     Country:  United States    
Other Details:
Languages:  eng     Pagination:  179-87     Citation Subset:  IM    
Affiliation:
School of Hotel Administration, Cornell University, Ithaca, New York 14853, USA. ams76@cornell.edu
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MeSH Terms
Descriptor/Qualifier:
Adolescent
Adult
Attitude*
Consumer Satisfaction*
Employee Performance Appraisal
Female
Humans
Male
Middle Aged
Models, Organizational*
Professional Competence

From MEDLINE®/PubMed®, a database of the U.S. National Library of Medicine


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