Impressions of Service Quality Potential Based on Contact Employee Image

Abstract

The move to provide customers with service quality has necessitated the marketers’ understanding of customer expectations and perceptions of the service delivery act. Attempts have been made to determine which internal organizational factors are responsible for unmet customer expectations. One of the most important factors appears to be the characteristics of the employee contact situation. In this situational context, subjective impressions of customers concerning the contact employees can affect perceptions of the service act as well as attributions for service delivery.