Employees' perception of the organizational climate: Its effect on service quality
From a survey of a matched sample of bank employees and customers, it was ascertained that the employees' perception of the organizational climate [OCLIM] is positively associated with the customers' perception of the overall service quality [SQUAL] but not with the customers' percept...
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| Format: | Article |
| Language: | English |
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AOSIS
1999-06-01
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| Series: | SA Journal of Industrial Psychology |
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| Online Access: | https://sajip.co.za/index.php/sajip/article/view/688 |