Employees' perception of service orientation: An exploratory study

Abstract

In a matched sample survey of bank employees and customers, it was found that the employees' perception of the service orientation [SERVOR] of the banks, is positively correlated with the customers' perception of their overall service quality [SQUAL]. Service firm managers should take note that in the absence of direct control of the service encounter, organizational practices and procedures that treat service as top priority, are also likely to succeed in delivering service of high quality.