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Driving Customer Satisfaction through HR: Creating and Maintaining a Service Climate 
 

 
   
 
 

Research shows that when employees work in a positive service climate, with the right tools to do their job, the result is more satisfied customers, with increased competitive financial performance for the company, often including a stronger market value. HR has a key role to play by creating and sustaining a workplace culture with people management practices and initiatives that encourage, reward and support behavior focused on quality service. This article presents data highlighting the link between service climate, customer satisfaction and human resource management.

Driving Customer Satisfaction through HR: Creating and Maintaining a Service Climate (PDF)

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