Access the full text.
Sign up today, get DeepDyve free for 14 days.
D. Organ, K. Ryan (1995)
A META-ANALYTIC REVIEW OF ATTITUDINAL AND DISPOSITIONAL PREDICTORS OF ORGANIZATIONAL CITIZENSHIP BEHAVIORPersonnel Psychology, 48
T. Judge, C. Hulin (1993)
Job Satisfaction as a Reflection of Disposition: A Multiple Source Causal AnalysisOrganizational Behavior and Human Decision Processes, 56
Kenneth Teas (1994)
Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a ReassessmentJournal of Marketing, 58
B. Schneider (1987)
THE PEOPLE MAKE THE PLACEPersonnel Psychology, 40
Williams Williams, Podsakoff Podsakoff (1989)
Longitudinal field methods for studying reciprocal relationships in organizational behavior research: Toward improved causal analysisResearch in Organizational Behavior, 11
J. Cronin, Steven Taylor (1994)
Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service QualityJournal of Marketing, 58
Cheri Ostroff (1992)
The relationship between satisfaction, attitudes, and performance: An organizational level analysis.Journal of Applied Psychology, 77
P. Bentler, D. Bonett (1980)
Significance Tests and Goodness of Fit in the Analysis of Covariance StructuresPsychological Bulletin, 88
V. Zeithaml, A. Parasuraman (1994)
Reassessment of expectations as a comparison standard in measuring service quality: Implications, 58
B. Schneider, Jill Wheeler, Jonathan Cox (1992)
A passion for service: Using content analysis to explicate service climate themes.Journal of Applied Psychology, 77
L. James (1980)
The unmeasured variables problem in path analysis.Journal of Applied Psychology, 65
B. Schneider, D. Bowen (1993)
The service organization: Human resources management is crucialOrganizational Dynamics, 21
Gilbert Churchill, Carol Surprenant (1982)
An Investigation into the Determinants of Customer SatisfactionJournal of Marketing Research, 19
Isen Isen, Baron Baron (1991)
Positive affect as a factor in organizational behaviorResearch in Organizational Behavior, 13
R. Peterson, W. Wilson (1992)
Measuring customer satisfaction: Fact and artifactJournal of the Academy of Marketing Science, 20
R. Sutton, A. Rafaeli (1988)
Untangling the Relationship between Displayed Emotions and Organizational Sales: The Case of Convenience StoresAcademy of Management Journal, 31
L. James, R. Demaree, Gerrit Wolf (1984)
Estimating within-group interrater reliability with and without response bias.Journal of Applied Psychology, 69
James James, Demaree Demaree, Wolf Wolf (1993)
wg : An assessment of within‐group interrater agreementJournal of Applied Psychology, 78
Wiley Wiley (1991)
Customer satisfaction and employee opinions: A supportive work environment and its financial costHuman Resource Planning, 14
B. Schneider, Beth Chung, Kenneth Yusko (1993)
Service Climate for Service QualityCurrent Directions in Psychological Science, 2
Schneider Schneider (1991)
Service quality and profits: Can you have your cake and eat it, tooHuman Resource Planning, 14
D. Bowen, Caren Siehl, B. Schneider (1989)
A Framework for Analyzing Customer Service Orientations in ManufacturingAcademy of Management Review, 14
Ruth Bolton, J. Drew (1991)
A Longitudinal Analysis of the Impact of Service Changes on Customer AttitudesJournal of Marketing, 55
B. Schneider (1995)
The ASA framework: An update.Personnel Psychology, 48
B. Gutek, Susan Winter (1992)
Consistency of job satisfaction across situations: Fact or framing artifact?Journal of Vocational Behavior, 41
James Anderson, D. Gerbing (1988)
STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACHPsychological Bulletin, 103
K. Klein, F. Dansereau, R. Hall (1994)
Levels Issues in Theory Development, Data Collection, and AnalysisAcademy of Management Review, 19
Michelle Iaffaldano, P. Muchinsky (1985)
Job satisfaction and job performance: A meta-analysis.Psychological Bulletin, 97
L. James, W. Joyce, J. Slocum (1988)
Organizations do not cognize.
D. Watson, Ann Slack (1993)
General factors of affective temperament and their relation to job satisfaction over timeOrganizational Behavior and Human Decision Processes, 54
J. George, L. James (1993)
Personality, affect, and behavior in groups revisited: Comment on aggregation, levels of analysis, and a recent application of within and between analysis.Journal of Applied Psychology, 78
J. George (1990)
Personality, affect, and behavior in groups.Journal of Applied Psychology, 75
Mark Schmit, Steven Allscheid (1995)
EMPLOYEE ATTITUDES AND CUSTOMER SATISFACTION: MAKING THEORETICAL AND EMPIRICAL CONNECTIONSPersonnel Psychology, 48
P. Bentler (1990)
Comparative fit indexes in structural models.Psychological bulletin, 107 2
L. James, W. Joyce, J. Slocum (1988)
Comment: Organizations Do Not CognizeAcademy of Management Review, 13
Parasuraman Parasuraman, Geisha Geisha, Berry Berry (1994)
Reassessment of expectations as a comparison standard in measuring service quality: Implications for further researchJournal of Marketing, 58
Cheri Ostroff (1993)
Comparing Correlations Based on Individual-Level and Aggregated DataJournal of Applied Psychology, 78
L. James (1982)
Aggregation Bias in Estimates of Perceptual Agreement.Journal of Applied Psychology, 67
Berry Berry, Parasuraman Parasuraman, Geisha Geisha (1994)
Improving service quality in America: Lessons learnedAcademy of Management Executive, 8
Tornow Tornow, Wiley Wiley (1991)
Service quality and management practices: A look at employee attitudes, customer satisfaction, and bottom‐line consequencesHuman Resource Planning, 14
M. Stevens, M. Campion (1994)
The Knowledge, Skill, and Ability Requirements for Teamwork: Implications for Human Resource ManagementJournal of Management, 20
Charles Williams, J. Hollenbeck (1986)
Turnover functionality versus turnover frequency: A note on work attitudes and organizational effectivenessJournal of Applied Psychology, 71
S. Kozlowski, Keith Hattrup (1992)
A disagreement about within-group agreement: Disentangling issues of consistency versus consensus.Journal of Applied Psychology, 77
M. Petty, Gail McGee, Jerry Cavender (1984)
A Meta-Analysis of the Relationships Between Individual Job Satisfaction and Individual PerformanceAcademy of Management Review, 9
A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
Jeanne Carsten, Paul Spector (1987)
Unemployment, job satisfaction, and employee turnover: A meta-analytic test of the Muchinsky model.Journal of Applied Psychology, 72
James Russell, J. Terborg, M. Powers (1985)
ORGANIZATIONAL PERFORMANCE AND ORGANIZATIONAL LEVEL TRAINING AND SUPPORTPersonnel Psychology, 38
Paradise‐Tornow Paradise‐Tornow (1991)
Management effectiveness, service quality, and organizational performance in banksHuman Resource Planning, 14
Recent evidence has suggested that attitudes‐organizational effectiveness relations may exist. Relations between employee attitudes, organizational unit performance, customer satisfaction, and turnover were examined at the branch level for a large automobile finance company. Using data from 142 branches in 2 consecutive years, several significant relations between attitude factors and performance were observed. In addition, causal analyses conducted at the branch level suggested that customer satisfaction led to employee attitudes, rather than the opposite. Additional analyses to explain this result suggested that economic conditions and related factors might be the causal mechanism at the aggregated level. Other potential interpretations of these findings and caveats about generalizing organizational‐level findings to the individual level are discussed.
Personnel Psychology – Wiley
Published: Dec 1, 1996
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.