An examination of the role of perceived support and employee commitment in employee-customer encounters
| Autor: | Michel Tremblay, Jean-Francois Fils, Jean-Charles Chebat, Kathleen Bentein, Christian Vandenberghe, Richard Michon |
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| Rok vydání: | 2007 |
| Předmět: |
Adult
Employment Male media_common.quotation_subject Helping behavior Context (language use) Affective events theory Organizational commitment Surveys and Questionnaires Humans Interpersonal Relations Quality (business) Marketing Social Behavior Applied Psychology media_common Service quality ComputingMilieux_THECOMPUTINGPROFESSION Social Support Organizational Culture Attitude Workforce Female Enhanced service Psychology Social psychology Perceived organizational support |
| Zdroj: | Journal of Applied Psychology. 92:1177-1187 |
| ISSN: | 1939-1854 0021-9010 |
| DOI: | 10.1037/0021-9010.92.4.1177 |
| Popis: | The authors examined the relationships between perceived organizational support, organizational com-mitment, commitment to customers, and service quality in a fast-food firm. The research design matchedcustomer responses with individual employees’ attitudes, making this study a true test of the serviceprovider–customer encounter. On the basis of a sample of matched employee–customer data ( N 133),hierarchical linear modeling analyses revealed that perceived organizational support had both a unit-leveland an employee-level effect on 1 dimension of service quality: helping behavior. Contrary to affectiveorganizational commitment, affective commitment to customers enhanced service quality. The 2 subdi-mensions of continuance commitment to the organization—perceived high sacrifice and perceived lackof alternatives—exerted effects opposite in sign: The former fostered service quality, whereas the latterreduced it. The implications of these findings are discussed within the context of research on employee–customer encounters.Keywords: perceived organizational support, organizational committment, commitment to customers,service quality |
| Databáze: | OpenAIRE |
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