• An organization structure and support processes can affect service delivery. These are in terms of communication, technical/product support and resources. High quality support processes, resources and good communication between team members facilitate service quality. Harvey (2015) highlights the importance of employee-job fit in achieving quality service delivery. The right people for an organization work can be described as, polite, helpful, flexible, confident, good at multitasking, have a positive attitude and have a sales orientation. When surrounded by a good team, service quality is likely to increase