Service Quality and Employee Behaviour
The 5 dimension of service quality are directly influenced by the service employee. (RATER)
1) Reliability: Delivering the service as promised is often totally within the control of frontline employees. Even in case of automated service such as ATMs, vending machine, support personnel are critical to make sure all system are working properly.
2) Assurance: Service quality dependent on employee ability to communication their creditability and to inspire trust and confidence.
3) Tangible: Employee appearance and dress are important aspect of tangible dimension of quality along with other factor like service -decor etc
4) Empathy: Organisation can deliver caring and individual attention to customer only through employee. Empathy implies that employee will pay attention, listen, adapt and be flexible in delivering what individual customer needs.
5) Responsiveness: Frontline employees often directly influence customer perception of responsiveness through their willing to help and their promptness in serving customer.
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