Store Manager Performance and Satisfaction: Effects on Store Employee Performance and Satisfaction, Store Customer Satisfaction, and Store Customer Spending Growth

• 成果类型: Article
• 署名作者: Netemeyer, Richard G.; Maxham, James G., III; Lichtenstein, Donald R.
• 署名单位: University of Virginia; University of Colorado System; University of Colorado Boulder
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/a0017630
• 发表日期: 2010
• 页码: 530-545
• 关键词: manager performance; manager satisfaction; customer satisfaction; store performance

摘要

Based on emotional contagion theory and the value profit chain literatures, the present study posits a number of hypotheses that show how managers in the small store, small number of employees retail context may affect store employees, customers, and potentially store performance. With data from 306 store managers, 1,615 store customer-contact employees, and 57,656 customers of a single retail chain, the authors examined relationships among store manager job satisfaction and job performance, store customer-contact employee job satisfaction and job performance, customer satisfaction with the retailer, and a customer-spending-based store performance metric (customer spending growth over a 2-year period). Via path analysis, several hypothesized direct and interaction relations among these constructs are supported. The results suggest implications for academic researchers and retail managers.