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A reconceptualisation of the satisfaction‐service performance thesis

A reconceptualisation of the satisfaction‐service performance thesis The hypothesis that job satisfaction affects employee performance or favourable service behaviours could be considered a well‐worn topic. However, this paper shows that the extant literature has not adequately conceptualised nor addressed the complex relationship which could exist between employee satisfaction and service performance quality. Indeed, some studies appear to challenge this almost axiomatic view. This paper, therefore, considers the literature on “the job satisfaction‐service performance/quality thesis” and proposes a new model which reconceptualises the relationship between the two constructs. Suggestions for service practitioners, as well as new ways in which the thesis could be further tested, are also provided. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

A reconceptualisation of the satisfaction‐service performance thesis

Journal of Services Marketing , Volume 18 (6): 11 – Oct 1, 2004

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040410557258
Publisher site
See Article on Publisher Site

Abstract

The hypothesis that job satisfaction affects employee performance or favourable service behaviours could be considered a well‐worn topic. However, this paper shows that the extant literature has not adequately conceptualised nor addressed the complex relationship which could exist between employee satisfaction and service performance quality. Indeed, some studies appear to challenge this almost axiomatic view. This paper, therefore, considers the literature on “the job satisfaction‐service performance/quality thesis” and proposes a new model which reconceptualises the relationship between the two constructs. Suggestions for service practitioners, as well as new ways in which the thesis could be further tested, are also provided.

Journal

Journal of Services MarketingEmerald Publishing

Published: Oct 1, 2004

Keywords: Job satisfaction; Customer services quality; Employees; Performance measures

References