Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
Publications
Publications
  • 1991
  • Article
  • Human Resource Planning

Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications

By: Leonard A. Schlesinger and Jeffrey Zornitsky
  • Format:Print
ShareBar

Abstract

Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability; (b) job satisfaction, service capability, and employee perceptions of service-quality rise over the employee-tenure cycle; (c) discrepancies between employee perceptions of service quality and actual customer satisfaction are negatively related to both job satisfaction and service capability; and (d) service capability is a key promoter of job satisfaction with a number of organizational attributes affecting both. Results are discussed from the perspective of promoting strategies which simultaneously manage both the delivery of high quality service and the achievement of high levels of job satisfaction. It is suggested that employee tenure significantly effects the nature of the strategies chosen.

Keywords

Service Delivery; Satisfaction; Jobs and Positions; Customer Satisfaction

Citation

Schlesinger, Leonard A., and Jeffrey Zornitsky. "Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications." Human Resource Planning 14, no. 2 (1991): 141–149.
  • Find it at Harvard

About The Author

Leonard A. Schlesinger

General Management
→More Publications

More from the Authors

    • May 2024
    • Faculty Research

    The Meteoric Rise of Skims

    By: Ayelet Israeli, Jill Avery and Leonard A. Schlesinger
    • May–June 2024
    • Harvard Business Review

    What Makes a Successful Celebrity Brand?

    By: Ayelet Israeli, Jill Avery, Leonard A. Schlesinger and Matt Higgins
    • April 2024
    • Faculty Research

    Growing as a Purposeful Leader (GPL)

    By: Hubert Joly and Leonard A. Schlesinger
More from the Authors
  • The Meteoric Rise of Skims By: Ayelet Israeli, Jill Avery and Leonard A. Schlesinger
  • What Makes a Successful Celebrity Brand? By: Ayelet Israeli, Jill Avery, Leonard A. Schlesinger and Matt Higgins
  • Growing as a Purposeful Leader (GPL) By: Hubert Joly and Leonard A. Schlesinger
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College.