Understanding organization-customer links in service settings
Abbreviated Journal Title
Acad. Manage. J.
PROCEDURAL JUSTICE CLIMATE; CITIZENSHIP BEHAVIOR; FUTURE-RESEARCH; PROFIT CHAIN; UNIT-LEVEL; PERFORMANCE; SATISFACTION; LEADERSHIP; MODEL; MEDIATION; Business; Management
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.
Academy of Management Journal
Article; Proceedings Paper
"Understanding organization-customer links in service settings" (2005). Faculty Bibliography 2000s. 5641.