Abstract
The achievement of customer satisfaction in service operations depends to a great extent on employee customer service behavior (CSB). In this study, 123 service providers (77% response rate) responded to a survey assessing service predisposition and job characteristics. Employees also completed a behaviorally based CSB measure developed after interviewing and surveying customers (n=96). Analyses suggest that job characteristics, alone, accounted for a significant amount of CSB variance. Job characteristics did not moderate the relationship between service predisposition and CSB. In contrast to previous work, service predisposition and CSB were not correlated. A service provider typology is presented to explain these findings.
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Rogelberg, S.G., Barnes-Farrell, J.L. & Creamer, V. Customer Service Behavior: The Interaction of Service Predisposition and Job Characteristics. Journal of Business and Psychology 13, 421–435 (1999). https://doi.org/10.1023/A:1022934618445
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DOI: https://doi.org/10.1023/A:1022934618445