Due to the intangible and inseperable of the services, and many services being the result of interaction between the service provider and the customer (coproduction), the performance of frontline employees is critical to customers perception about service quality. At the same time, the service delivery process has to be well designed, otherwise the flow of delivery may be called into question. However, we should know how to balance the tension between productivity improvement goals and standards of quality, inasmuch as from certain levels of productivity, quality may decrease.
Below references are useful and helpful:
Bettencourt, L. A. and Gwinner, K. (1996) Customization of the service experience: the role of the frontline employee, International Journal of Service Industry Management, 7, 2, pp. 3-20.
Bitner, M. J. (1990) Evaluating service encounters: The effects of physical surroundings and employee responses, Journal of Marketing, 54, 2, pp. 69-82.
Bitner, M. J. (1992) Servicescapes: The Impact of Physical Surroundings on Customers and Employees, Journal of Marketing, 56, 2, pp. 57-71.
Bitner, M. J., Booms, B. H. and Mohr, L. A. (1994) Critical service encounters: The employee's viewpoint, Journal of Marketing, 58, 4, pp. 95-106.
Castellanos-Verdugo, M., Oviedo-García, M. d. l. Á., Roldán, J. L. and Veerapermal, N. (2009) The employee-customer relationship quality: Antecedents and consequences in the hotel industry, International Journal of Contemporary Hospitality Management, 21, 3, pp. 251-274.
di Mascio, R. (2010) The Service Models of Frontline Employees, Journal of Marketing, 74, 4, pp. 63-80.
Gremler, D. D. and Gwinner, K., P. (2000) Customer-employee rapport in service relationships, Journal of Service Research, 3, 1, pp. 82-104.
Huda, S. S., Akhtar, A. and Dilshad, S. (2010) Critical Service Encounters: The Employee‘s Viewpoint (A Study on Restaurant Services in Dhaka City), Global Journal of Management and Business Research 10, 1, pp. 41-47.
https://www.researchgate.net/publication/305627093_Exploring_the_Dimensions_of_Mobile_Banking_Service_Quality_Implications_for_the_Banking_Sector
Article Exploring the Dimensions of Mobile Banking Service Quality: ...
Dear Divesh
surely it impacts but it's coefficient is different. performance of employees affects all five aspects of Servqual.
Regards
There is a recent paper that shows how to assess the association of employee engagement and customer engagement. They show the full scales for doing it as well. The citation is below. I hope you find it useful.
Kumar, V., and Anita Pansari. "Competitive advantage through engagement." Journal of Marketing Research (2016): jmr-15.
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