Customer Service Providers’ Attitudes Relating to Customer Service and Customer Satisfaction in the Customer–Server Exchange
Susskind, Alex M.; Kacmar, K. Michele; Borchgrevink, Carl P.
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.
customer satisfaction; service delivery standards; front-line employees; customer orientation
Required Publisher Statement: © American Psychological Association. Final version published as: Susskind, A. M., Kacmar, K. M., & Borchgrevink, C. P. (2003). Customer service providers’ attitudes relating to customer service and customer satisfaction in the customer–server exchange. Journal of Applied Psychology, 88(1), 179-87. Reprinted with permission. All rights reserved.
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