Links between organisational and customer factors in the delivery of service quality: a review of evidence

Studies from the perspectives of operations, human resources, psychology and marketing support the existence of a variety of links between organizations and their customers. The basic premise asserts that organizational characteristics and practices are linked to employee attitudes that are reflected in quality outcomes, customer satisfaction and loyalty, and consequently, profit. Using service quality as the integrating factor between an organization and its customers, this paper synthesizes the evidence in relation to these proposed links and identifies issues and unanswered questions.