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Article | Human Resource Planning | 1991

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

by Leonard A. Schlesinger and Jeffrey Zornitsky

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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;

Format: Print Find at Harvard

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.

About the Author

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Leonard A. Schlesinger
Baker Foundation Professor
General Management

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More from the Author

  • Case | HBS Case Collection | December 2019

    Boll & Branch

    Leonard A. Schlesinger and Mel Martin

    Keywords: direct-to-consumer; channels; Disruption; Business Model; Brands and Branding; Online Technology; Strategy; Retail Industry; United States; Canada;

    Citation:

    Schlesinger, Leonard A., and Mel Martin. "Boll & Branch." Harvard Business School Case 320-052, December 2019.  View Details
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  • Case | HBS Case Collection | June 2019

    Athena Bancorp (Brief Case)

    Leonard A. Schlesinger and Sarah Abbott

    Athena Bancorp was founded in 2016 by Beth Daniels, a banking professional with 15 years of experience in the industry. Daniels took advantage of what she perceived as a gap in the market caused by recent industry consolidation, a decreasing industry focus on branch banking, and tighter lending standards. Athena has an aggressive growth goal—"to grow to 15 branches, with loans and deposits increasing by threefold over the next five years." However, the bank's operating philosophy centers on a high-touch approach, and it relies on dedicated, highly capable employees who are willing to work long hours. Burnout is setting in at the branch level and morale is declining. Daniels and her leadership team are struggling to hire enough employees to execute this strategy. The case illustrates a company whose success is driven primarily by its human resources (HR) strategy. It also highlights the opportunities and challenges of operating a service business with a high performance/high commitment culture. The case can be used to discuss topics such as leadership, management, organizational culture, strategy, motivation, and entrepreneurs. It is recommended for upper-level undergraduate students or MBA students in courses focused on organizational behavior, general management, human resource management, leadership, or entrepreneurship.

    Keywords: Banks and Banking; Entrepreneurship; Growth and Development Strategy; Organizational Culture; Human Resources; Strategy; Service Delivery; Banking Industry;

    Citation:

    Schlesinger, Leonard A., and Sarah Abbott. "Athena Bancorp (Brief Case)." Harvard Business School Brief Case 919-517, June 2019.  View Details
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  • Teaching Note | HBS Case Collection | June 2019

    Athena Bancorp, Teaching Note (Brief Case)

    Leonard A. Schlesinger and Sarah Abbott

    Teaching Note for HBS No. 919-517.

    Citation:

    Schlesinger, Leonard A., and Sarah Abbott. "Athena Bancorp, Teaching Note (Brief Case)." Harvard Business School Teaching Note 919-518, June 2019.  View Details
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