mixed material bibliography

This study examines the relationships between certain organizationalvariables and employees'perceptions of the customer services climate in their organization. In addition, the role of organizational commitment in this process is examined. Results indicate that rewarding employee for services excellence, allowing their voice to be heard by upper management, providing employees with information and technology needed to do their jobs, providing adequate training to costomer contact employees, allowing employees enough time to get their task done, and providing a work environment conducive to getting work done are all positively associated with employee perceptions of customer services climate. Based on mediated regression and a LISREL analysis, these relationships are all found to be partially mediated by organizational commitment. These results are consistennt with previous customer services research, which has found organizational support and rewards to be positively related to customer services. We extend this literature by showing that organizational commitment may be a key variable linking organizational support and reward to customer service. Implication of these findings are discussed and suggestions for further research are offered. Perpustakaan - Sekolah Tinggi Manajemen PPM Pusat Informasi Manajemen 26144 2008-01-11 00:00:00 2008-01-11 00:00:00 machine generated