Can good citizens lead the way in providing quality service? A field quasiexperiment

In a field quasi experiment, customers were most satisfied with the service quality of the branch of a multinational bank where good organizational ci tizens had been trained as service quality leaders, and branch employees ex hibited the highest conformance to the quality scheme of the bank. In a bra nch where service quality leaders were randomly selected for training, cust omer satisfaction and conformance improved more than they did in a branch w here no service quality leaders were trained.