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Congruence in the assessment of service quality between employees and customers: A study of a public health care delivery system

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  • Young, Gary J.
  • Meterko, Mark M.
  • Mohr, David
  • Shwartz, Michael
  • Lin, Hai

Abstract

Using social information processing theory, we examined the congruence between employee and customer assessments of organizations' service quality. The setting was a public health care delivery system. Contrary to expectations, employee assessments of service quality were lower than those of their customers. Also unexpectedly, employees with professional training had less congruent assessments than other employees. As expected, employees with longer tenure and those in departments with stronger customer service work climates had more congruent assessments relative to their customers. The results have implications for both management theory and for managers interested in developing customer-centered organizations.

Suggested Citation

  • Young, Gary J. & Meterko, Mark M. & Mohr, David & Shwartz, Michael & Lin, Hai, 2009. "Congruence in the assessment of service quality between employees and customers: A study of a public health care delivery system," Journal of Business Research, Elsevier, vol. 62(11), pages 1127-1135, November.
    • Handle: RePEc:eee:jbrese:v:62:y:2009:i:11:p:1127-1135
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    Cited by:

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    3. Mohammad A. Nabil & Mennatallah Elbitar, 2017. "The effect of Job Resources on Employees’ Work Engagement in Five-star Hotels in Egypt," Tourism Research Institute, Journal of Tourism Research, vol. 16(1), pages 59-81, June.
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    6. Marlé van Eyk & Danie Ferreira, 0000. "The characteristics of an online shopping experience within a retail context," Proceedings of Economics and Finance Conferences 14115925, International Institute of Social and Economic Sciences.
    7. Nurlan Amanbek & Laura A. Mamayeva & Gaukhar M. Rakhimzhanova, 2021. "RETRACTED ARTICLE: Results of a comprehensive assessment of the quality of services to the population with the use of statistical methods," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 12(6), pages 1322-1333, December.
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    10. Menguc, Bulent & Auh, Seigyoung & Fisher, Michelle & Haddad, Abeer, 2013. "To be engaged or not to be engaged: The antecedents and consequences of service employee engagement," Journal of Business Research, Elsevier, vol. 66(11), pages 2163-2170.

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