Open AccessEmployees' perception of service orientation: An exploratory study
Author(s) -
K. K. Govender
Publication year - 2000
Publication title -
suid-afrikaanse tydskrif vir ekonomiese en bestuurswetenskappe/south african journal of economic and management sciences
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.277
H-Index - 17
eISSN - 2222-3436
pISSN - 1015-8812
DOI - 10.4102/sajems.v3i1.3298
Subject(s) - business , perception , service orientation , service (business) , sample (material) , marketing , service quality , exploratory research , orientation (vector space) , service guarantee , quality (philosophy) , service design , service delivery framework , psychology , sociology , geometry , mathematics , neuroscience , anthropology , philosophy , chemistry , epistemology , chromatography
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.