Perceived Contact Employee Support and Work Engagement Trigger Service Performance

Contact employees deliver the promises of the firm, create an image for the firm and sell the firm’s services. Contact employees possess several key characteristics like authenticity, competence and active listening skills. Contact employees who listen actively and are competent create favorable perception of service quality. The present study reveals positive influence of contact employee support on employee work engagement and organizational performance. Also, influence of work engagement on organizational performance would be part of the study as well. Contact employee support include a blend of perceived organizational support, perceived supervisory support and perceived customer support, while as organizational performance include customer satisfaction and service quality perception. Besides, major findings, implications, conclusions and limitations of the study would be dealt with, so as to disseminate vital information for management practioners, academicians, scholars and other stakeholders.