Understanding organization-customer links in service settings

    Authors

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

    Comments

    Authors: contact us about adding a copy of your work at STARS@ucf.edu

    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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