Managerial feedback, organizational values and service quality

Abstract

This research examined relationships between levels of job‐related managerial feedback, developmental climate, cultural values, job satisfaction and quality of service and products provided to clients. Data were collected from 999 managers and professional field staff employed by a large professional services firm using anonymous questionnaires. LISREL analysis indicated considerable support for a proposed research model. Levels of both partner and manager feedback had direct effects on perceived quality of services and products provided by the firm through both developmental climate and cultural values. Presence of a developmental climate had direct effects on cultural values, job satisfaction and quality of products and services.

Citation

Burke, R.J. (1999), "Managerial feedback, organizational values and service quality", Managing Service Quality: An International Journal, Vol. 9 No. 1, pp. 53-57. https://doi.org/10.1108/09604529910248812