Management Practices, Employees' Satisfaction and Perceptions of Quality of Service

Abstract

Economies in the industrialized world have increasingly moved from manufacturing to service industries. This study examined correlations between measures of management practices, employees' satisfaction, and perceptions of service quality among employees of a large professional services firm. 1608 women and men provided data by questionnaire completed anonymously. Employees describing management practices more favorably and employees reporting more positive affective responses perceived the firm as providing higher quality service and products to clients.