Authors: Amit Gupta, Martin J. Gannon
Addresses: OBHRM, Indian Institute of Management, Bannerghatta Road, Bangalore 560076, India. ' College of Business Administration, California State University San Marcos, Room 2251, Craven Hall, San Marcos, California 92096 0001, USA
Abstract: Service employees create |moments of truth|, which lead customers to make judgements about service quality. This study examined an integrated model of the relationship between management practices, employees| service behaviours and service capability, and service quality. Results indicate that management practices had a significant impact on service behaviours and service capabilities of employees. Employee service behaviours in turn affected both employee and customer perceptions of service quality. Implications of this study for research and practitioners are offered.
Keywords: management practices; service climate; employee behaviours; service capabilities; service quality; customer perceptions; causal modelling; public sector; USA.
International Journal of Services Technology and Management, 2007 Vol.8 No.2/3, pp.174 - 187
Published online: 19 Mar 2007 *Full-text access for editors Access for subscribers Purchase this article Comment on this article