Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior

• 成果类型: Article; Proceedings Paper
• 署名作者: Payne, SC; Webber, SS
• 署名单位: Texas A&M University System; Texas A&M University College Station; University of Massachusetts System; University of Massachusetts Lowell
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/0021-9010.91.2.365
• 发表日期: 2006
• 页码: 365-378
• 关键词: service provider; Employee satisfaction; CITIZENSHIP BEHAVIOR; customer satisfaction; customer loyalty

摘要

The relationship among job satisfaction, affective commitment, service-oriented organizational citizenship behaviors (OCBs), customer satisfaction, and customer loyalty were examined for a sample of 249 hairstylists and 1 of their corresponding customers. Employee satisfaction was positively related to service-oriented OCBs, customer satisfaction, and customer loyalty, whereas affective commitment was not related to these outcomes. The extent to which the predictor variables interacted with one another and the role of employment status on these relationships was also explored. High levels of job satisfaction or affective commitment resulted in more service-oriented OCBs for employees and self-employed workers, whereas high levels of both resulted in more service-oriented OCBs for owners.