How does workplace fun impact employee perceptions of customer service quality?

Authors

Joy V. Peluchette, University of WollongongFollow
Katherine Karl

RIS ID

36824

Publication Details

Karl, K. & Peluchette, J. (2006). How does workplace fun impact employee perceptions of customer service quality?. Journal of Leadership and Organizational Studies, 13 (2), 2-13.

Abstract

This study examined the link between workplace fun, employee satisfaction, and perceptions of customer service quality. Our results showed that employees who experienced fun in the workplace had greater satisfaction with their job and that the relationship between workplace fun and job satisfaction was greater for those who placed a high value on workplace fun. Additionally, we found that satisfied employees believed that their organization provided customer service that was reliable, responsive, and empathetic, and that employees were knowledgeable and able to instill confidence in customers. Implications of our findings for service organizations and suggestions for future research are also discussed.