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Factors influencing employee perceptions of customer service climate

Abstract

This study examines the relationships between certain organizational variables and employees' perceptions of the customer service climate in their organization. In addition, the role of organizational commitment in this process is examined. Results indicate that rewarding employees for service excellence, allowing their voice to be heard by upper management, providing employees with the information and technology needed to do their jobs, providing adequate training to customer contact employees, allowing employees enough time to get their tasks done, and providing a work environment conducive to getting work done are all positively associated with employee perceptions of customer service climate. Based on mediated regression and a LISREL analysis, these relationships are all found to be partially mediated by organizational commitment. These results are consistent with previous customer service research, which has found organizational support and rewards to be positively related to customer service. We extend this literature by showing that organizational commitment may be a key variable linking organizational support and rewards to customer service. Implications of these findings are discussed and suggestions for further research are offered.

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Lincoln National Corporation

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Lux, D.J., Jex, S.M. & Hansen, C.P. Factors influencing employee perceptions of customer service climate. J Market-Focused Manage 1, 65–86 (1996). https://doi.org/10.1007/BF00129604

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Keywords

  • customer service
  • service climate
  • employee perceptions
  • organizational commitment