Employees' perception of service orientation: An exploratory study
South African Journal of Economic and Management Sciences
| Field | Value | |
| Title | Employees' perception of service orientation: An exploratory study | |
| Creator | Govender, K. K. | |
| Description | In a matched sample survey of bank employees and customers, it was found that the employees' perception of the service orientation [SERVOR] of the banks, is positively correlated with the customers' perception of their overall service quality [SQUAL]. Service firm managers should take note that in the absence of direct control of the service encounter, organizational practices and procedures that treat service as top priority, are also likely to succeed in delivering service of high quality. | |
| Publisher | AOSIS Publishing | |
| Date | 2000-03-31 | |
| Identifier | 10.4102/sajems.v3i1.3298 | |
| Source | South African Journal of Economic and Management Sciences; Vol 3, No 1 (2000); 143-151 2222-3436 1015-8812 | |
| Language | eng | |
| Relation |
The following web links (URLs) may trigger a file download or direct you to an alternative webpage to gain access to a publication file format of the published article:
https://sajems.org/index.php/sajems/article/view/3298/1857
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