Customer service quality in organizations is often affected by poor employee performance, lack of staff training on necessary skills. These challenges lead to organizations loss of customers, decreased profits, and delays in service delivery, lack of morale that leads to low productivity and hinders the achievement of KEBS goals. The study was aimed at determining the effects of employee performance and staff training on customer service quality at the Kenya Bureau of Standards. Notably, with key objectives to determining the relationship between Employee performance and Customer Service Quality in KEBS, mediating effect of Staff Training and its effects on the relationship between Employ
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