Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/wiley/the-effects-of-employee-satisfaction-organizational-citizenship-JWnhZPl0EO
References (23)
-
J. Delaney, Mark Huselid (1996)
The Impact of Human Resource Management Practices on Perceptions of Organizational PerformanceAcademy of Management Journal, 39
-
D. Organ, K. Ryan (1995)
A META-ANALYTIC REVIEW OF ATTITUDINAL AND DISPOSITIONAL PREDICTORS OF ORGANIZATIONAL CITIZENSHIP BEHAVIORPersonnel Psychology, 48
-
P. Podsakoff, M. Ahearne, Scott MacKenzie (1997)
Organizational Citizenship Behavior and the Quantity and Quality of Work Group Performance -
Michelle Iaffaldano, P. Muchinsky (1985)
Job satisfaction and job performance: A meta-analysis.Psychological Bulletin, 97
-
Mark Huselid (1995)
The Impact of Human Resource Management Practices on Turnover, Productivity, and Corporate Financial PerformanceERN: Other Organizations & Markets: Policies & Processes (Topic)
-
Cheri Ostroff (1992)
The relationship between satisfaction, attitudes, and performance: An organizational level analysis.Journal of Applied Psychology, 77
-
R. Moorman, B. Niehoff, D. Organ (1993)
Treating employees fairly and organizational citizenship behavior: Sorting the effects of job satisfaction, organizational commitment, and procedural justiceEmployee Responsibilities and Rights Journal, 6
-
Scott MacKenzie, P. Podsakoff, Richard Fetter (1991)
Organizational citizenship behavior and objective productivity as determinants of managerial evaluations of salespersons' performanceOrganizational Behavior and Human Decision Processes, 50
-
Sandra Walz, B. Niehoff (1996)
ORGANIZATIONAL CITIZENSHIP BEHAVIORS AND THEIR EFFECT ON ORGANIZATIONAL EFFECTIVENESS IN LIMITED-MENU RESTAURANTS., 1996
-
Philip Posdakoff, Scott MacKenzie (1994)
Organizational Citizenship Behaviors and Sales Unit EffectivenessJournal of Marketing Research, 31
-
E. Morrison (1996)
Organizational citizenship behavior as a critical link between HRM practices and service qualityHuman Resource Management, 35
-
B. Schneider, D. Bowen (1985)
Employee and customer perceptions of service in banks: Replication and extension.Journal of Applied Psychology, 70
-
Ulrich Ulrich, Halbrook Halbrook, Meder Meder, Stuchlik Stuchlik, Thorpe Thorpe (1991)
Employee and customer attachment: Synergies for competitive advantageHuman Resource Planning, 14
-
A. Tsui, J. Pearce, L. Porter, Angela Tripoli (1997)
Alternative Approaches to the Employee-Organization Relationship: Does Investment in Employees Pay Off?Academy of Management Journal, 40
-
A. Ryan, Mark Schmit, Raymond Johnson (1996)
ATTITUDES AND EFFECTIVENESS: EXAMINING RELATIONS AT AN ORGANIZATIONAL LEVELPersonnel Psychology, 49
-
D. Organ, M. Konovsky (1989)
COGNITIVE VERSUS AFFECTIVE DETERMINANTS OF ORGANIZATIONAL CITIZENSHIP BEHAVIORJournal of Applied Psychology, 74
-
L. James, R. Demaree, Gerrit Wolf (1984)
Estimating within-group interrater reliability with and without response bias.Journal of Applied Psychology, 69
-
B. Schneider, Susan White, Michelle Paul (1998)
Linking service climate and customer perceptions of service quality: test of a causal model.The Journal of applied psychology, 83 2
-
B. Niehoff, R. Moorman (1993)
JUSTICE AS A MEDIATOR OF THE RELATIONSHIP BETWEEN METHODS OF MONITORING AND ORGANIZATIONAL CITIZENSHIP BEHAVIORAcademy of Management Journal, 36
-
R. Moorman (1991)
Relationship between organizational justice and organizational citizenship behaviors : do fairness perceptions influence employee citizenship ?Journal of Applied Psychology, 76
-
J. Arthur (1994)
Effects of human resource systems on manufacturing performance and turnoverAcademy of Management Journal, 37
-
B. Schneider (1995)
The ASA framework: An update.Personnel Psychology, 48
-
Rucci Rucci, Kirn Kirn, Quinn Quinn (1998, JanuaryFebruary)
The employee‐customer‐profit chain at SearsHarvard Business Review, 76
- Publisher
- Wiley
- Copyright
- Copyright © 2001 Wiley Subscription Services, Inc., A Wiley Company
- ISSN
- 0031-5826
- eISSN
- 1744-6570
- DOI
- 10.1111/j.1744-6570.2001.tb00087.x
- Publisher site
- See Article on Publisher Site
Abstract
This study addresses the issue of whether positive employee attitudes and behaviors influence business outcomes or whether positive business outcomes influence positive employee attitudes and behaviors. We hypothesize that employee satisfaction, organizational citizenship behavior, and employee turnover influence profitability and customer satisfaction. Data were gathered from the units of a regional restaurant chain via employee surveys, manager surveys, customer surveys, and organizational records. Cross‐lagged regression analyses show that employee attitudes and behaviors at Time 1 are related to organizational effectiveness at Time 2. Additional cross‐lagged regression analyses show no significant relationship between organizational effectiveness at Time 1 and the employee attitudes and behaviors at Time 2. These results add to the evidence that HR outcomes influence business outcomes, rather than the other way around.
Journal
Personnel Psychology – Wiley
Published: Mar 1, 2001