Article2001

CAN GOOD CITIZENS LEAD THE WAY IN PROVIDING QUALITY SERVICE? A FIELD QUASI EXPERIMENT.

Chun Hui · Simon S. K. Lam · John M. Schaubroeck

86 citations0/0 files storedAcademy of Management Journal

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Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Management Systems and Quality Improvement

Abstract

In a field quasi experiment, customers were most satisfied with the service quality of the branch of a multinational bank where good organizational citizens had been trained as service quality leaders, and branch employees exhibited the highest conformance to the quality scheme of the bank. In a branch where service quality leaders were randomly selected for training, customer satisfaction and conformance improved more than they did in a branch where no service quality leaders were trained.

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References

1990Comparative fit indexes in structural models.1988Organizational Citizenship Behavior: The Good Soldier Syndrome.1983Organizational citizenship behavior: Its nature and antecedents.1995A META‐ANALYTIC REVIEW OF ATTITUDINAL AND DISPOSITIONAL PREDICTORS OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR 1995Total quality management as competitive advantage: A review and empirical study 1995Total Quality Management: Empirical, Conceptual, and Practical Issues 1986Trainees' Attributes and Attitudes: Neglected Influences on Training Effectiveness 1998The role of organizational citizenship behavior in turnover: Conceptualization and preliminary tests of key hypotheses.

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