1Research Scholar, Reva University, Bangalore
2Associate Professor, A. J. Institute Of Management Studies.
3Professor, Reva University, Bangalore.
4Professor, Fr Muller Medical College.
Online published on 4 October, 2017.
The service sector has assumed great economic importance over the past decade and enjoys the largest share in GDP all over the world including India. Quality has become an icon for customers while selecting a service. Organizations today have started embarking into multifaceted approaches to improve the quality of their services & the topic of service quality has been recognized as one of the key strategic strength to organizations. The driving force for superior service quality is the effort & contribution of the service staff. In order to improve & provide excellence in service quality, it is important to focus on the process of service quality delivery. This study focuses on the effect of leadership on perceived service quality delivery. A conceptual model has been proposed in this regard.
Leadership, Service climate, Employee outcomes, Service quality
