Universalistic and Contingency Predictions of Employee Satisfaction and Conflict

Robert D. Dewar · James D. Werbel

251 citations0/0 files storedAdministrative Science Quarterly

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Job Satisfaction and Organizational Behavior Customer Service Quality and Loyalty Conflict Management and Negotiation

Abstract

The helpful comments of Jeanne Brett, Robert B. Duncan, Jane Dutton, Daniel C. Feldman, Douglas T. Hall, Joseph Moag, Lynn W. Phillips, and Lance Sandelands are gratefully acknowledged. This research was supported by grants from the Marketing Science Institute of Cambridge, Massachusetts, and the Northwestern University Research Committee, and by the Consumer Reporting Agencies in which the study was conducted.

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1994The Management of Innovation 1975Development of the Job Diagnostic Survey.1973Designing Complex Organizations 1962New Patterns of Management.1980Organizations and Environments 1971Employee reactions to job characteristics.1986General and Industrial Management 2017The Bureaucratic Phenomenon

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1996The Quality and Effectiveness of Marketing Strategy: Effects of Functional and Dysfunctional Conflict in lntraorganizational Relationships 1991Influences on the quality of work and nonwork life: Two decades in review 1989Implementing competitive strategies at the business unit level: Implications of matching managers to strategies 1991Interdepartmental Conflict in Organizational Buying: The Impact of the Organizational Context 1987Congruence, Contingency, and Theory Building 1984Technology, Structure, and Workgroup Effectiveness: A Test of a Contingency Model

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