Managing commitment to customer in the public sector: highlight the role of the supervisor Online publication date: Wed, 14-Dec-2011
by Pascal Paillé; Denis Morin; François Grima
International Journal of Services Technology and Management (IJSTM), Vol. 16, No. 3/4, 2011
Abstract: This study investigates the role of the supervisor as a determining factor in helping public employees in contact with citizens (customers) to deliver better service. Data were collected using public employees in contact with customers (N = 228). Overall, findings supported predictions of the study and were consistent with social exchange theory premises. Thus, within public organisations, public employees demonstrate willingness to commit to customers when they feel supported by the immediate superior. This study suggests that improvements to the physical work environment are one way to support employees. Implications of the findings are discussed.
Online publication date: Wed, 14-Dec-2011
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