Service Quality Starts with Employees

Abstract

There are several integral steps involved in moving form the employees' work environment toward an increase in the profitability of a company. A high quality physical and cognitive workplace leads to satisfied employees who are capable of better performance. Better performance, combined with improved attitudes transfers itself into quality service delivery. Customers naturally respond to better service and empathy from employees with their willingness to purchase the service. “Internal” customers, the employees, respond with their willingness to provide the service. It is proposed, therefore, that an organization's effort to improve the financial bottom line must first focus on its internal customers before it can expect its external customers to respond. The utilization of ergonomic precepts enhances the service delivery personnel/customer interface and produces processes that result in satisfied customers.