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Links between organisational and customer variables in service delivery Evidence, contradictions and challenges

Links between organisational and customer variables in service delivery Evidence, contradictions... Studies in services management from the different perspectives of marketing, operations, human resources and psychology support the existence of a variety of links between organisations and their customers. The basic premise asserts that organisational characteristics and practices are linked to employee attitudes that are reflected in service quality outcomes, customer satisfaction and loyalty and, consequently, profit. Empirical studies support many of these associations and streams of research link them into linear sequences. However, the evidence is not unequivocal and this review challenges it by highlighting the complexity and non‐linearity of many of the proposed links, and the existence of reciprocity between certain variables. In synthesising the evidence in relation to the proposed links, the paper also identifies conceptual and methodological issues, unanswered questions and potential future research. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Links between organisational and customer variables in service delivery Evidence, contradictions and challenges

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564230410552031
Publisher site
See Article on Publisher Site

Abstract

Studies in services management from the different perspectives of marketing, operations, human resources and psychology support the existence of a variety of links between organisations and their customers. The basic premise asserts that organisational characteristics and practices are linked to employee attitudes that are reflected in service quality outcomes, customer satisfaction and loyalty and, consequently, profit. Empirical studies support many of these associations and streams of research link them into linear sequences. However, the evidence is not unequivocal and this review challenges it by highlighting the complexity and non‐linearity of many of the proposed links, and the existence of reciprocity between certain variables. In synthesising the evidence in relation to the proposed links, the paper also identifies conceptual and methodological issues, unanswered questions and potential future research.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Sep 1, 2004

Keywords: Customer services quality; Profit; Employee attitudes; Customer satisfaction

References

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