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Employee and customer perceptions of service in banks: teller and customer service representative ratings.
From:
Human Resource Planning
| Date:
December 1, 1992| Author:
| COPYRIGHT 1992 Human Resource Planning Society. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group.Copyright information
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Survey data from 322 tellers and 145 customer service representatives from 79 branches of a bank were correlated with survey data from 4065 bank customers. Results indicated there was a significant relationship for both tellers and customer service representatives and customer levels of satisfaction, with customer service representatives showing a greater number of significant results. These relationships were maximized for employee ratings in the Pride in Service and Customer Orientation categories, but were weak and inconsistent for employee ratings in the Personnel Issues, Training, and ...
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