Factors Influencing Employee Service Performance And Outcomes

814 Words Mar 13th, 2016 4 Pages
that companies who adopt and embrace the kaizen model improve efficiency and withstand increased competition in the market leading to higher customer satisfaction.
This theory also relates highly to research done by Liao and Chuang (2004) on factors influencing employee service performance and outcomes. After looking into the various factors that can have affects on service quality they conclude that improved team atmosphere and employee satisfaction leads to improved levels of customer service. A limitation to the kaizen theory is that the implication of these strategies can vary depending on the size of the firm. Although these strategies are versatile, implementing employee satisfaction strategies comes with much more complexity in larger firms that have higher numbers of employees and wider employee diversity. That being said, for smaller firms with an employee population of fewer than 10, implementing employee satisfaction improvement strategies should come with greater ease. This would be due to higher levels of communication and the ability to monitor employees closely whilst receiving constant employee feedback. (POSSIBLE REFERENCE)

Contact employees and front line workers
Depending on which aspect of service quality is being measured and in which industry, the definition of service quality is diverse. Many researchers have paid closer attention to the contact person and the front line employees. The contact person will usually be the employee who offers direct…

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