CAN GOOD CITIZENS LEAD THE WAY IN PROVIDING QUALITY SERVICE? A FIELD QUASI EXPERIMENT.

BANKING research; BANK employees; QUALITY of service; CUSTOMER satisfaction research; CUSTOMER service management; QUALITY control; EMPLOYEE motivation; LEADERSHIP; ORGANIZATIONAL effectiveness; EMPLOYEE training -- Social aspects; OCCUPATIONAL training; ORGANIZATIONAL commitment; PSYCHOLOGY; TRAINING

In a field quasi experiment, customers were most satisfied with the service quality of the branch of a multinational bank where good organizational citizens had been trained as service quality leaders, and branch employees exhibited the highest conformance to the quality scheme of the bank. In a branch where service quality leaders were randomly selected for training, customer satisfaction and conformance improved more than they did in a branch where no service quality leaders were trained. [ABSTRACT FROM AUTHOR]

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