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Links between service climate, employee commitment and employees' service quality capability

Links between service climate, employee commitment and employees' service quality capability Purpose – Studies have demonstrated that the service climate in an organisation, as perceived by employees, is positively related to service quality, as perceived by customers. However, no studies appear to have tested the link to service quality from an employee perspective. Hence, the major aim of this study was to investigate the relationships between service climate, employee commitment and employees' service quality capability (SQC). Design/methodology/approach – Data were collected by a cross‐sectional field study of frontline employees in a telecommunications call centre ( n =167; 58 percent). A call centre was chosen because of the perceived poor service climate and the high levels of employee turnover. Findings – Global service climate (GSC) in the call centre was found to be positively related to employees' SQC, with partial mediation by employee commitment. Regression analysis showed that three factors: managerial practices, customer feedback and human resource management contributed to GSC but, unexpectedly, customer orientation did not. Research limitations/implications – The findings indicate that the service climate in a call centre affects employees, both in terms of their commitment, and their self‐reported feelings about the delivery of service quality to customers. Unexpected findings suggest that further work on service climate in call centres is warranted. Practical implications – This study demonstrates the important effects of service climate in general, and HRM in particular, on frontline employees in call centres. Managers should benefit from noting the links and the likely service quality outcome for customers. Originality/value – This paper applies and extends theory developed in other contexts to call centres. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Links between service climate, employee commitment and employees' service quality capability

Marie Mikic Little; Alison M. Dean
Managing Service Quality , Volume 16 (5): 17 – Sep 1, 2006
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References (52)

Publisher
Emerald Publishing
Copyright
Copyright © 2006 Emerald Group Publishing Limited. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520610686133
Publisher site
See Article on Publisher Site

Abstract

Purpose – Studies have demonstrated that the service climate in an organisation, as perceived by employees, is positively related to service quality, as perceived by customers. However, no studies appear to have tested the link to service quality from an employee perspective. Hence, the major aim of this study was to investigate the relationships between service climate, employee commitment and employees' service quality capability (SQC). Design/methodology/approach – Data were collected by a cross‐sectional field study of frontline employees in a telecommunications call centre ( n =167; 58 percent). A call centre was chosen because of the perceived poor service climate and the high levels of employee turnover. Findings – Global service climate (GSC) in the call centre was found to be positively related to employees' SQC, with partial mediation by employee commitment. Regression analysis showed that three factors: managerial practices, customer feedback and human resource management contributed to GSC but, unexpectedly, customer orientation did not. Research limitations/implications – The findings indicate that the service climate in a call centre affects employees, both in terms of their commitment, and their self‐reported feelings about the delivery of service quality to customers. Unexpected findings suggest that further work on service climate in call centres is warranted. Practical implications – This study demonstrates the important effects of service climate in general, and HRM in particular, on frontline employees in call centres. Managers should benefit from noting the links and the likely service quality outcome for customers. Originality/value – This paper applies and extends theory developed in other contexts to call centres.

Journal

Managing Service Quality – Emerald Publishing

Published: Sep 1, 2006

Keywords: Service climate; Job satisfaction; Customer services quality; Call centres; Australia

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