Article1980

Employee and Customer Perceptions of Service in Banks

Benjamin Schneider · John J. Parkington · Virginia M. Buxton

640 citations0/0 files storedAdministrative Science Quarterly

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Customer Service Quality and Loyalty Banking Sector Performance and Management Emotional Labor in Professions

Abstract

This research was partially supported by the organizations in which the study was accomplished; we thank them for their financial and psychological assistance. Bruce Katcher and Hannah Hirsh helped with some of the analyses reported herein. Our colleagues Phil Bobko, Pete Dachler, Irv Goldstein, Nancy Jagmin, Janina Latack, and John Slocum helped us with their valuable comments on an earlier version of this article.

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References

1979The Social Psychology of Organizations.1960Plans and the structure of behavior.1979Review and conceptual analysis of the employee turnover process.1977Boundary Spanning Roles and Organization Structure 1969Motivation and Organizational Climate 1977Careers in Organizations.

Cited by

2008Organizational and psychological climate: A review of theory and research 1998Employee Satisfaction, Customer Loyalty, and Financial Performance 1988UNTANGLING THE RELATIONSHIPS BETWEEN DISPLAYED EMOTIONS AND ORGANIZATIONAL SALES: THE CASE OF CONVENIENCE STORES.1992Developing Customer Orientation among Service Employees 2002Diversity and Emotion: The New Frontiers in Organizational Behavior Research 2000The influence of selected antecedents on frontline staff’s perceptions of service recovery performance 1991Inductive Measures of Psychological Climate 2000A Longitudinal Analysis of Satisfaction and Profitability

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