... role play at all levels can affect organizational productivity and, ultimately, service quality and customer satisfaction (Mills and Morris, 1986). A commonly adopted approach to improving customer performance is providing them with quality feedback on their performance. This study proposes...

...Jochen Wirtz; Siok Kuan Tambyah; Anna S. Mattila Purpose Customer feedback can help to identify problem areas and strengths, and generate ideas for service improvements. Most feedback is given to frontline employees directly rather than submitted through formal channels. UZnfortunately, employees...