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Article
Service quality & the congruence of employee perceptions & customer expectations: The case of an electric utility
Psychology & Marketing (1995)
  • Todd A Finkle, Gonzaga University
  • Allen Klose
Abstract

Understanding how the quality of customer service is impacted by employees is essential to managing and improving customer service quality. This article develops a model that looks at the relationship between a series of two important customer service gaps. The first series of gaps (service provider gaps) is a result of the difference between consumers' and employees' expectations based on various dimensions of the customer service encounter. The second series of gaps (service quality gaps) occur when a difference exists between consumer expectations and the service they actually receive based on specific aspects of the customer service encounter. This study found a positive significant relationship between these two series of gaps. This significant relationship provides empirical evidence as to the importance of keeping employees informed about the expectations of consumers.

Keywords
  • Quality Management,
  • Services Marketing and Management,
  • Customer Satisfaction,
  • Customer Relationship Management (CRM),
  • Statistical Modeling,
  • Leadership Styles and Emplyees Job Satisfaction,
  • Customer services quality
Publication Date
1995
Citation Information
Todd A Finkle and Allen Klose. "Service quality & the congruence of employee perceptions & customer expectations: The case of an electric utility" Psychology & Marketing Vol. 12 Iss. 7 (1995)
Available at: http://works.bepress.com/todd_finkle/43/