Route to Customer Satisfaction is Through Employees

Focusing on the interplay between employee perceptions and customer satisfaction, this book explores how service climate and management practices influence employee behaviors in a State Government agency. It reveals that effective coordination and service emphasis enhance employee capabilities, which in turn shape their service behaviors. While these behaviors directly affect customer perceptions of service quality, employee perceptions of capability and quality do not. The findings highlight the critical role of HR practices and interpersonal relationships in driving customer satisfaction.