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

Marie Mikic Little · Alison Dean

152 citations0/0 files storedManaging Service Quality

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Customer Service Quality and Loyalty Employee Performance and Management Job Satisfaction and Organizational Behavior

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.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1979The measurement of organizational commitment 2001Accounting for common method variance in cross-sectional research designs.1984A Service Quality Model and its Marketing Implications 1990A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment.2000A Meta-Analysis of Antecedents and Correlates of Employee Turnover: Update, Moderator Tests, and Research Implications for the Next Millennium 1990Perceived organizational support and employee diligence, commitment, and innovation.1998Linking service climate and customer perceptions of service quality: Tests of a causal model.

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