Title

Understanding organization-customer links in service settings

Authors

Authors

B. Schneider; M. G. Ehrhart; D. M. Mayer; J. L. Saltz;K. Niles-Jolly

Comments

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Abbreviated Journal Title

Acad. Manage. J.

Keywords

PROCEDURAL JUSTICE CLIMATE; CITIZENSHIP BEHAVIOR; FUTURE-RESEARCH; PROFIT CHAIN; UNIT-LEVEL; PERFORMANCE; SATISFACTION; LEADERSHIP; MODEL; MEDIATION; Business; Management

Abstract

We develop a framework of service-unit behavior that begins with a unit's leader's service-focused behavior and progresses through intermediate links (service climate and customer-focused organizational citizenship behavior) to customer satisfaction and then unit sales. Data from a sample of 56 supermarket departments provide at least moderate support for our mediational hypotheses. We discuss findings with a particular focus on the relationship between internal organization functioning and external effectiveness in service settings. In addition, several issues related to testing for mediation using quantitative analysis are identified and discussed.

Journal Title

Academy of Management Journal

Volume

48

Issue/Number

6

Publication Date

1-1-2005

Document Type

Article; Proceedings Paper

Language

English

First Page

1017

Last Page

1032

WOS Identifier

WOS:000235022600019

ISSN

0001-4273

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