There are 30 years of robust evidence to support the following conclusion: service businesses where employees have a positive service climate have customers who are more satisfied. This results in increased competitive financial performance and market value. Positive service climates exist in firms where the policies, practices and procedures—and the behaviors that get rewarded, supported and expected— all emphasize service excellence. HR is well positioned to promote, foster and leverage a positive service climate through the workplace culture, and this focus should be at the top of the HR agenda.
Resource Type
SIOP-SHRM White Papers
Topic
Allied Organizations, Business, Human Resources, SHRM (Society for Human Resource Management)