The Impact of Employee Attitude on Service Performance

Abstract

This paper is extracted from a Ph.D. thesis (Impact of Employee Competencies on Service Performance), the main objective of the original work is to examine the impact of employee competencies on service performance and on customer experience and to determine wither there is a mediating role of customer experience between employee competencies and service performance or not.  This paper has a target to present the findings of the mentioned research with special concern to the results of the impact of employee attitude on service performance. 

The study is a descriptive, cross-sectional; a quantitative method has been used and self-completion questionnaire developed by the researcher, using convenient sampling technique has been distributed to the customers of Sudanese telecommunication companies (Khartoum State was study area), to test the relationship between employee competencies and service performance from the standpoint of customers based on customer experience. The findings reveal that employee competencies have a direct impact on the service performance and customer experience and it is significant, and that customer experience has a direct impact on service performance, findings also reveal that customer experience has a mediating effect although it is not significant. Attitude as one of the key employee competencies has a significant positive and direct impact on service performance. The role of customer experience as a mediator between employee competencies and service performance is not significant. Employee attitude is important for better performance in service business. Managers need to pay more attention for employee attitude to ensure winning service performance. Previous studies have used employee self-reports or manager reports of employee competencies, both of which have major weaknesses when used to predict customer outcomes. This research investigates employee competencies from the customer standpoint. We adopted a customer perspective of employee competencies and used customer experience to predict the customer outcomes.