Effects of Customer Service Communication on Employees' Satisfaction

Abstract

This study has two parts. The first study, based on content analyses of the printed media, identifies general categories of customer service practices used today. The second study, based on surveys of 100 working adults, shows the importance of “customer service practices” which are internal to organizations. To maximize employees' satisfaction, rewards for customer service should be emphasized and clearly provided. In addition, management must use and evaluate data about customers which are gathered by direct service providers.

Customer Service Behavior and Attitudes among Hotel Managers: A Look at Perceived Support Functions, Standards for Service, and Service Process Outcomes

“…To understand better how service-based organizations function, the development of theoretical frameworks that describe the interactive nature of consumerprovider episodes from the service providers' point of view (Abramis & Thomas, 1990;Bitner et al, 1994) and the organizational elements that lead to effective service should be considered. Therefore, it appears necessary to redirect research efforts in the area of customer service to the factors in service-based organizations that best describe the behavior and attitudes of customer service providers in terms of work-based relationships and their reactions to service-based processes in organizations.…”