A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES.

Hui Liao · Aichia Chuang

1,185 citations0/0 files storedAcademy of Management Journal

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Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Employee Performance and Motivation

Abstract

Previous work on service performance has focused on either organization- or individual-level analysis. This multilevel study of 257 employees, 44 managers, and 1,993 customers from 25 restaurants d...

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References

1986Self-Reports in Organizational Research: Problems and Prospects 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1995THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON TURNOVER, PRODUCTIVITY, AND CORPORATE FINANCIAL PERFORMANCE.1978A Social Information Processing Approach to Job Attitudes and Task Design 2000A multilevel approach to theory and research in organizations: Contextual, temporal, and emergent processes.1997The Effects of Human Resource Management Practices on Productivity: A Study of Steel Finishing Lines 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.

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