A multilevel investigation of factors influencing employee service performance and customer outcomes

• 成果类型: Article
• 署名作者: Liao, H; Chuang, A
• 署名单位: Rutgers University System; Rutgers University New Brunswick; National Taiwan University of Science & Technology
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.2307/20159559
• 发表日期: 2004
• 页码: 41-58
• 关键词: resource management-practices; 5 PERSONALITY DIMENSIONS; JOB-PERFORMANCE; PRODUCTIVITY; perceptions; MODEL; climate; satisfaction; antecedents; turnover

摘要

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 demonstrated that both individual- and store-level factors were significantly associated with employee service performance: conscientiousness and extraversion explained within-store variance, and service climate and employee involvement explained between-store variance. Further, employee service performance aggregated to the store level explained between-store variance in customer satisfaction and loyalty.