Human resource practices, organizational climate, and customer satisfaction

Kirk L. Rogg · Carla K. Shull · Neal Schmitt

401 citations0/0 files storedJournal of Management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Employee Performance and Management Job Satisfaction and Organizational Behavior Employee Performance and Motivation

Abstract

The degree to which organizational climate mediates the relationship between human resource practices and customer satisfaction is investigated for 351 small businesses in the same industry. Results indicated support for the hypothesized mediated relationship. The indirect effects of HR practices on customer satisfaction were significant and relatively large while the direct effect was nonsignificant and near zero. The results were supportive of a social context model of the impact of human resource practices on organizational outcomes. Limitations of the study and implications for future research are discussed.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 401 citations exist upstream.

References

1992Alternative Ways of Assessing Model Fit 1990Comparative fit indexes in structural models.1980Significance tests and goodness of fit in the analysis of covariance structures.1977Handbook of Industrial and Organizational Psychology.1984Research in Organizational Behavior 1995THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON TURNOVER, PRODUCTIVITY, AND CORPORATE FINANCIAL PERFORMANCE.1993Lisrel 8: Structural Equation Modeling With the Simplis Command Language 1990Structural Model Evaluation and Modification: An Interval Estimation Approach

Cited by

2005Nurturing the spirit at work: Impact on work unit performance 2009A meta‐analytic investigation of the relationship between HRM bundles and firm performance 2007The relationship between ‘high-performance work practices’ and employee attitudes: an investigation of additive and interaction effects 2006What (Not) to Expect When Surveying Executives 2010STRATEGIC HUMAN RESOURCE MANAGEMENT IN SERVICE CONTEXT: TAKING CARE OF BUSINESS BY TAKING CARE OF EMPLOYEES AND CUSTOMERS

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.