Employee and customer perceptions of service in banks: Replication and extension.

Benjamin Schneider · David E. Bowen

1,353 citations0/0 files storedJournal of Applied Psychology

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Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Emotional Labor in Professions

Abstract

Survey data from 142 employees and 968 customers from 28 branches of a bank were analyzed with the following results: (1) Moderate support was found for previous work on correlates of role stress for boundary role employees and good support was found for relationships between branch employees' and branch customers' service perceptions and attitudes; (2) Some significant relationships were reported between branch employees' perceptions of organizational human resources practices and branch customers' attitudes about service; and (3) employee attitudes and customer attitudes were related to their own and one another's turnover intentions. Results were discussed from the perspective of promoting an integration of consumer and organizational behavior in the service sector.

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References

1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1979The Social Psychology of Organizations.1977Handbook of Industrial and Organizational Psychology.1976The nature and causes of job satisfaction 1970Role Conflict and Ambiguity in Complex Organizations 1984Employee-Organization Linkages: The Psychology of Commitment, Absenteeism, and Turnover.1977Intermediate linkages in the relationship between job satisfaction and employee turnover.

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