Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You and Your Team.

Learn More →

EMPLOYEE ATTITUDES AND CUSTOMER SATISFACTION: MAKING THEORETICAL AND EMPIRICAL CONNECTIONS

EMPLOYEE ATTITUDES AND CUSTOMER SATISFACTION: MAKING THEORETICAL AND EMPIRICAL CONNECTIONS Previous research has established links between employee attitudes and customer satisfaction. Little theory has been used to help explain and build on the results of these studies. A theoretical model of the employee attitude‐customer satisfaction process is proposed based on Bagozzi's (1992) model of attitudes, intentions and behavior. Employee attitudes and intentions, and customer satisfaction data from a service‐oriented organization with 160 offices is used to provide an initial test of the usefulness of the model. Cross‐validations of the model with and without common method variance were conducted. The results provide strong support for the model. Suggestions are offered on extensions of the model in future research. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Personnel Psychology Wiley

EMPLOYEE ATTITUDES AND CUSTOMER SATISFACTION: MAKING THEORETICAL AND EMPIRICAL CONNECTIONS

SCHMIT, MARK J.; ALLSCHEID, STEVEN P.
Personnel Psychology , Volume 48 (3) – Sep 1, 1995
Download PDF
16 pages
Read Article

Loading next page...
 
/lp/wiley/employee-attitudes-and-customer-satisfaction-making-theoretical-and-0VHAAR20Y5
Publisher
Wiley
Copyright
Copyright © 1995 Wiley Subscription Services, Inc., A Wiley Company
ISSN
0031-5826
eISSN
1744-6570
DOI
10.1111/j.1744-6570.1995.tb01768.x
Publisher site
See Article on Publisher Site

Abstract

Previous research has established links between employee attitudes and customer satisfaction. Little theory has been used to help explain and build on the results of these studies. A theoretical model of the employee attitude‐customer satisfaction process is proposed based on Bagozzi's (1992) model of attitudes, intentions and behavior. Employee attitudes and intentions, and customer satisfaction data from a service‐oriented organization with 160 offices is used to provide an initial test of the usefulness of the model. Cross‐validations of the model with and without common method variance were conducted. The results provide strong support for the model. Suggestions are offered on extensions of the model in future research.

Journal

Personnel Psychology – Wiley

Published: Sep 1, 1995

References

  • The theory of planned behavior: Some unresolved issues
    Ajzen, Ajzen
  • Structural equation modeling in practice: A review and recommended two‐step approach
    Anderson, Anderson; Gerbing, Gerbing
  • The self‐regulation of attitudes, intentions, and behavior
    Bagozzi, Bagozzi
  • Comparative fit indexes in structural models
    Bentler, Bentler
  • Significance tests and goodness‐of‐fit in the analysis of covariance structures
    Bentler, Bentler; Bonett, Bonett
  • Prosocial organizational behavior
    Brief, Brief; Motowidlo, Motowidlo
  • Reconceptualizing psychological climate in a retail service environment: A multiple‐stakeholder perspective
    Burke, Burke; Borucki, Borucki; Hurley, Hurley
  • Feeling gooddoing good: A conceptual analysis of the mood at work‐organizational spontaneity relationship
    George, George; Brief, Brief
  • Consumer satisfaction and perceived quality: Complimentary or divergent constructs
    Gotlieb, Gotlieb; Grewal, Grewal; Brown, Brown
  • Positive affect as a factor in organizational behavior
    Isen, Isen; Baron, Baron
  • The unmeasured variables problem in path analysis
    James, James
  • Aggregation bias in estimates of perceptual agreement
    James, James
  • Integrating work environment perceptions: Explorations into the measurement of meaning
    James, James; James, James
  • Alternative strategies for crossvalidation of covariance structure models
    MacCallum, MacCallum; Roznowski, Roznowski; Mar, Mar; Reith, Reith
  • Measurement and evaluation of satisfaction process in retail settings
    Oliver, Oliver
  • The relationship between satisfaction, attitudes, and performance: An organizational level analysis
    Ostroff, Ostroff
  • Comparing correlations based on individual‐level and aggregated data
    Ostroff, Ostroff
  • The effects of climate and personal influences on individual behavior and attitudes in organizations
    Ostroff, Ostroff
  • Measuring customer satisfaction: Fact and artifact
    Peterson, Peterson; Wilson, Wilson
  • Self‐reports in organiational research: Problems and prospects
    Podsakoff, Podsakoff; Organ, Organ
  • Prosocial behavior, noncompliant behavior, and work performance among commission salespeople
    Puffer, Puffer
  • Job satisfaction, service capability, and customer satisfaction: An examination of linkages and management implications
    Schlesinger, Schlesinger; Zornitsky, Zornitsky
  • The people make the place
    Schneider, Schneider
  • Service quality and profits: Can you have your cake and eat it, too
    Schneider, Schneider
  • Employee and customer perceptions of service in banks: Replication and extension
    Schneider, Schneider; Bowen, Bowen
  • Personnel/human resources management in the service sector
    Schneider, Schneider; Bowen, Bowen
  • Employee and customer perceptions of service in banks
    Schneider, Schneider; Parkington, Parkington; Buxton, Buxton
  • Organizational citizenship behavior: Its nature and antecedents
    Smith, Smith; Organ, Organ; Near, Near
  • Tests for comparing elements of a correlation matrix
    Steiger, Steiger
  • Testing pattern hypotheses on correlation matrices: Alternative statistics and some empirical results
    Steiger, Steiger
  • Employee satisfaction leads to customer service
    Tompkins, Tompkins
  • Employee and customer attachment: Synergies for competitive advantage
    Ulrich, Ulrich; Halbrook, Halbrook; Meder, Meder; Stuchlik, Stuchlik; Thorp, Thorp
  • Want customer satisfaction? Satisfy your employees first
    Weaver, Weaver
  • Longitudinal field methods for studying reciprocal relationships in organizational behavior research: Toward improved causal analysis
    Williams, Williams; Podsakoff, Podsakoff

You’re reading a free preview. Subscribe to read the entire article.

Try 2 weeks free now

DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

or browse the journals available

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$499/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

Sign up
for free
Start 14 day
Free Trial