Does supportive communication moderate customer satisfaction? : an empirical study of service context

The research investigates various antecedents of supportive communication moderating customer satisfaction. Result showed significant difference between managerial (MEs) and non-managerial employees (NMEs) in all the variables irrespective of active listening and defensiveness. The study reveals that MEs underscore on humanized leadership, teamwork, recognition vis-à-vis to NMEs to augment the level of customer satisfaction. Findings indicate that MEs are more assertive about long term implications of supportive communication than NMEs. The research also discloses NMEs’ reluctance about supportive communication rather they are more interested in rewards and productivity. The findings recommend that incorporating these dimensions may render service organization with the potent to enhance customer satisfaction significantly