The significance of personal factors in the service quality experienced by customers and the effect of employee psychological empowerment on the relationship
Organizational success is largely dependant upon service quality. Employees are an influential component of service quality, as the face of the organization. In the past, employee psychological empowerment has been found to contribute to the service quality experienced by customers. Over the past two decades it has come to be accepted as a central component to organizational success.
One factor that has drastically increased the interest in service quality is the sharp upturn in the number of service-centered organizations, which provide services, in contrast to product-oriented retailers. Service jobs began to outnumber manufacturing jobs in the United States in 1956. Today, service jobs dominate the workforce, making up an estimated 75 percent of U.S. gross domestic product (GDP) and 8 percent of all U.S. jobs. Despite the volume of service-related organizations in the marketplace, recent reports in popular media suggest that service quality is declining. Regardless of the efforts of service organizations to implement standard employee/customer practices, customers continue to exit the service encounter having experienced less than exceptional service.
This quantitative study examined the correlation between personal factors present in employees (personality and intrinsic religiosity) and the service quality experienced by customers. In addition, it sought to determine to what extent employee psychological empowerment mediated this relationship.
Quality of service;