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

被引:124
作者
Payne, SC
Webber, SS
机构
[1] Texas A&M Univ, Dept Psychol, College Stn, TX 77843 USA
[2] Univ Massachusetts, Coll Management, Lowell, MA USA
关键词
service provider; employee satisfaction; citizenship behavior; customer satisfaction; customer loyalty;
D O I
10.1037/0021-9010.91.2.365
中图分类号
B849 [应用心理学];
学科分类号
040203 ;
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.
引用
收藏
页码:365 / 378
页数:14
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