Employee and customer perceptions of service quality: A look at India |
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Authors: | Comila Shahani-Denning |
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Institution: | (1) Hofstra University, USA;(2) Department of Psychology, 135 Hofstra University, 104 Hauser Hall, 11549-1360 Hempstead, NY |
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Abstract: | Customers (n = 128) and employees (n = 93) from a large service organization in India responded to a survey regarding their satisfaction with the organization
and their satisfaction with key processes regarding their specific service area. As in the United States, there was agreement
between Indian customer and employee ratings. However, there were also some major differences. The impact of these differences
on strategic organizational initiatives is discussed. |
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Keywords: | |
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