Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate

This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N=342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N=1,140) from these units provided information on employee performance and customer loyalty. Structural equation modeling analyses were consistent with a full mediation model in which organizational resources and work engagement predict service climate, which in turn predicts employee performance and then customer loyalty. Further analyses revealed a potential reciprocal effect between service climate and customer loyalty. Implications of the study are discussed, together with limitations and suggestions for future research.     

Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures

Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects.     

The effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: A multi‐level analysis

A supervisor's behaviour may not be the only factor that determines the performance of team members ( Kerr & Jermier, 1978 ). Taking this postulation as a basis, we formulated a model to describe how service climate moderates the effects of the leadership behaviour of supervisors. When the organization and working environment are not conducive to providing a good service to colleagues and customers, the supervisor's leadership behaviour makes an important difference. However, when the service climate is good, a supervisor's leadership behaviour makes no substantial difference. This hypothesis was supported in an examination of the service quality of 511 frontline service providers as sampled from 55 work groups in 6 service organizations. The employee service quality was low when both the service climate and the supervisor's leadership behaviour were lacking. However, when the service climate was unfavourable, effective leadership behaviour played a compensatory role in maintaining performance standards towards external customers. When the leadership was ineffective, a favourable service climate nullified the negative effect on service quality to internal customers.     

Moderating effects of organizational climate on relationships between goal-setting attributes and employee satisfaction

The moderating effects of nine organizational climate factors were examined on the relationships between four goal-setting attributes and three measures of employee satisfaction. Subjects were 245 scientists and engineers participating in an MBO program. Researchers did not find sufficient evidence to warrant a general statement concerning the moderating effects of organizational climate in this context. Explanations, however, are offered for the specific moderating effects which were discovered.     

The Separate, relative, and joint effects of employee job performance domains on supervisors’ willingness to mentor

The purpose of our study was to further elucidate how employees should behave at work to increase their chances of being mentored by their immediate supervisor. To that end, we experimentally tested how three domains of employee performance [task performance (TP), organizational citizenship behavior (OCB) targeting the supervisor, and counterproductive work behavior (CWB) targeting coworkers] affect supervisors’ willingness to mentor. Each performance domain affected willingness to mentor. OCB had the weakest of the three main effects. Finally, the positive effect of TP was stronger when employees displayed less CWB.     

On the positive and negative effects of self-efficacy on performance: Reward as a moderator

We address the controversy regarding the sign of the effect of self-efficacy on performance. We propose that when reward is high, self-efficacy has a positive effect on performance, whereas when reward is low, it has a negative effect. This hypothesis was tested in three experiments (with sample sizes of 76, 99, and 111) in which reward and self-efficacy were manipulated and performance was measured using different manipulations and tasks in both within-factor and between-factor designs. The results supported the hypothesis that reward moderates the effect of self-efficacy on performance. When reward was high, the effect of self-efficacy on performance was positive, whereas when reward was low, the effect of self-efficacy on performance was negative.     

Stability and change in person-team and person-role fit over time: the effects of growth satisfaction, performance, and general self-efficacy

Although considerable research has focused on various forms of person-environment fit, little research has examined how person-team and person-role fit operate over time in team contexts. To address this gap, the authors examined the dynamic nature of values-based person-team fit and person-role fit. They identified several factors that influence these fit perceptions over time. Individuals were composed into teams that worked intensively over an extended time period. Results suggest that person-team fit, when conceptualized as values congruence, is generally stable over time, but perceptions of person-role fit in teams are dynamic. Individuals' growth satisfaction and performance were positively related to increases in person-role fit over time. Furthermore, the effect of performance on person-role fit was moderated by individuals' general self-efficacy. Implications for managerial practice and future research are discussed.     

Identification with the retail organization and customer-perceived employee similarity: Effects on customer spending

Two constructs important to academicians and managers are the degree to which employees and customers identify with an organization, employee organizational identification (employee OI) and customer-company identification (customer identification), respectively. This research examines the effects of these identification constructs and the related construct of customer perceived similarity to employees on customer spending. Via a 1-year multilevel study of 12,047 customers and 1,464 store employees (sales associates) covering 212 stores of a specialty apparel retailer, our study contributes to the literature in 2 critical ways. First, we expand the theoretical network of employee OI and customer identification by examining the related construct of a customer's perceived similarity to store employees. We examine the incremental (not fully mediated) main and interaction effects of customer-perceived similarity to employees and employee OI on customer spending. Second, we examine the effect of customer identification on customer spending relative to the effect of customer satisfaction on customer spending. Thus, our study also contributes by demonstrating a potential complementary route to achieve customer spending (customer identification), a route that may be more readily affected by management than the efforts required for a sustained increase in customer satisfaction. Implications for academics and managers are offered. (PsycINFO Database Record (c) 2012 APA, all rights reserved).     

Goal orientation and ability: interactive effects on self-efficacy,performance, and knowledge

This study examined the direct relationship of goal orientation--and the interaction of goal orientation and cognitive ability--with self-efficacy, performance, and knowledge in a learning context. The authors argue that whether a particular type of goal orientation is adaptive or not adaptive depends on individuals' cognitive ability. Consistent with previous research, learning orientation was positively related to self-efficacy, performance, and knowledge, whereas performance orientation was negatively related to performance only. The interactions between goal orientation and ability also supported several hypotheses. As expected, learning orientation was generally adaptive for high-ability individuals but had no effect for low-ability individuals. In contrast, the effects of performance orientation were contingent on both individuals' level of cognitive ability and the outcome examined.     

Employee self-enhancement motives and job performance behaviors: investigating the moderating effects of employee role ambiguity and managerial perceptions of employee commitment

This study examined the effects of employee self-enhancement motives on job performance behaviors (organizational citizenship behaviors and task performance) and the value of these behaviors to them. The authors propose that employees display job performance behaviors in part to enhance their self-image, especially when their role is not clearly defined. They further argue that the effects of these behaviors on managerial reward recommendation decisions should be stronger when managers believe the employees to be more committed. The results from a sample of 84 working students indicate that role ambiguity moderated the effects of self-enhancement motives on job performance behaviors and that managerial perceptions of an employee's commitment moderated the effects of those organizational citizenship behaviors that are aimed at other individuals on managers' reward allocation decisions.     

The moderating effects of employee tenure on the relation between organizational commitment and job performance: a meta-analysis

This meta-analysis investigated the correlation between attitudinal commitment and job performance for 3,630 employees obtained from 27 independent studies across various levels of employee tenure. Controlling for employee age and other nuisance variables, the authors found that tenure had a very strong nonlinear moderating effect on the commitment-performance correlation, with correlations tending to decrease exponentially with increasing tenure. These findings do not appear to be the result of differences across studies in terms of the type of performance measure (supervisory vs. self), type of tenure (job vs. organizational), or commitment measure (Organizational Commitment Questionnaire [L. W. Porter, R. M. Steers, R. T. Mowday, & P. V. Boulian, 19741 vs. other). The implications and future research directions of these results are discussed.     

Moderating effects of employee expectancies on the relationship between leadership consideration and job performance of engineers

Ninety-four engineers were asked to describe their supervisors' leadership style, to indicate their expectancies whether performing effectively in their jobs would lead to job rewards and the valence of these rewards. It was hypothesized that employees' expectancies and a considerative leadership style interact to influence the performance levels of these engineers. Results indicated that leader consideration and employee expectancies operate in joint fashions to effect job performance.     

Task clarification, performance feedback, and social praise: Procedures for improving the customer service of bank tellers

Customer service for bank tellers was defined in terms of 11 verbal behavior categories. An audio-recording system was used to track the occurrence of behaviors in these categories for six retail banking tellers. Three behavior management interventions (task clarification, performance feedback, and social praise), applied in sequence, were designed to improve overall teller performance with regard to the behavioral categories targeted. Clarification was accomplished by providing clear delineation of the various target categories, with specific examples of the behaviors in each. Feedback entailed presentation of ongoing verbal and visual information regarding teller performance. Praise consisted of verbal recognition of teller performance by branch managers. Results showed that clarification effects emerged quickly, producing an overall increase in desired behaviors of 12% over baseline. Feedback and praise effects occurred more gradually, resulting in overall increases of 6% and 7%, respectively. A suspension of all procedures led to a decline in overall performance, whereas reinstatement of feedback and praise was again accompanied by performance improvement. These findings extend the generality of behavior management applications and help to distinguish between possible antecedent and consequent effects of performance feedback.     

Employee customer orientation in manufacturing organizations: joint influences of customer proximity and the senior leadership team

Pursuing a customer-focused strategy in manufacturing organizations requires employees across functions to embrace the importance of understanding customer needs and to align their everyday efforts with the goal of satisfying and retaining customers. Little prior research has examined what factors influence employee customer orientation in manufacturing settings. Drawing on the attraction-selection-attrition model, upper-echelons theory, and contingency theories of leadership, this study investigated the joint influences of functional roles' proximity to external customers and the senior leadership team's customer orientation on employee customer orientation. Hierarchical linear modeling results based on data obtained from 4,299 employees and 403 senior leaders from 42 facilities of a global manufacturer operating in 16 countries revealed that employees occupying customer-contact roles had the highest level of customer orientation, followed by employees occupying production roles, and then by those in support roles. In addition, there was a positive relationship between the senior leadership team's customer orientation and employee customer orientation for all 3 functional roles. The positive relationship between the senior leadership team and employee customer orientation was the strongest for employees in support roles, suggesting that lower levels of proximity to external customers may create a greater need for leadership in developing employees' customer-oriented attitudes.     

A multilevel investigation of antecedents of employee positive affective displays: the roles of customer negative affective displays and employee perceived supervisory support

Much past research on employee positive affective displays have explored their antecedents using a single level of analysis. The present study extends previous research by capturing the complex phenomenon of employee affective displays from a multilevel perspective. We used an event-sampling methodology to address a gap in the literature by examining affective displays at the intra-individual level and inter-individual level. Results based on 67 postal clerks completing 420 transactions in post offices in Taiwan show that customer negative affective displays were negatively correlated with employee positive affective displays. Moreover, employee perceived instrumental supervisory support had a cross-level moderating effect on the within-individual relationship between customer-displayed negative emotions and employee-displayed positive emotions. Specifically, those with perceived higher levels of instrumental supervisory support tended to express friendlier emotions while interacting with unhappy or angry customers than those with perceived lower levels of instrumental supervisory support. At the inter-individual level, results show that employee perceived emotional supervisory support was positively related to their affective displays at the aggregated employee level.     

Examining the moderating effects of time on task and task complexity on the within person self-efficacy and performance relationship

ObjectivesThe study examined two moderating variables that may influence the direction of the effect of self-efficacy upon performance, namely; time spent on task and task complexity.DesignMultilevel analysis was conducted to examine within person and between group relationships.MethodEighty eight novice golfers putted in 4 sessions over a period of 2 days (completing 800 putts in total). Each session contained 10 trials of 20 putts. The golfers were split into 2 conditions; a stable task condition where task requirements remained constant across time and a dynamic task condition, where task complexity changed across time.ResultsIn early learning (i.e., the first 10 trials) results revealed a slight negative effect between self-efficacy and subsequent performance. However, across the 40 trials self-efficacy had a positive effect upon subsequent performance. Further, there was a significant task condition (stable vs. dynamic) interaction. In the easy task condition, self-efficacy showed a slight (but non-significant) positive effect upon performance. However, in the dynamic learning condition, self-efficacy had a positive and significant effect upon subsequent performance.ConclusionPrevious tests of the within person self-efficacy relationship tend to limit learning to 10 trials or less. The study is the first to examine the reciprocal relationship between self-efficacy and performance as a result of task experience (i.e., time spent on the task) and task complexity simultaneously. Positive effects emerged as a result of extended time learning the task and by varying the degree of task complexity whilst learning.     

Doing good,doing harm,being well and burning out: The interactions of perceived prosocial and antisocial impact in service work

Service employees often perceive their actions as harming and benefiting others, and these perceptions have significant consequences for their own well‐being. We conducted two studies to test the hypothesis that perceptions of benefiting others attenuate the detrimental effects of perceptions of harming others on the well‐being of service employees. In Study 1, a survey of 377 transportation service employees and 99 secretaries, perceived prosocial impact moderated the negative association between perceived antisocial impact and job satisfaction, such that the association decreased as perceived prosocial impact increased. In Study 2, a survey of 79 school teachers, perceived prosocial impact moderated the association between perceived antisocial impact and burnout, and this moderated relationship was mediated by moral justification; the results held after controlling for common antecedents of burnout. The results suggest that perceptions of benefiting others may protect service employees against the decreased job satisfaction and increased burnout typically associated with perceptions of harming others. Implications for research on burnout, job satisfaction, positive organizational scholarship and job design are discussed.     

Autonomy and control in dyads: effects on interaction quality and joint creative performance

Two studies examined interaction quality and joint performance on two creative tasks in unacquainted dyads primed for autonomy or control orientations. It was hypothesized that autonomy-primed dyads would interact more constructively, experience more positive mood, and engage the task more readily, and as a result these dyads would perform better. To test this, Study 1 primed orientation and explored verbal creative performance on the Remote Associates Task (RAT). In Study 2, dyads were primed with autonomy and control orientation and videotaped during two joint creative tasks, one verbal (RAT) and one nonverbal (charades). Videotapes were coded for behavioral indicators of closeness and task engagement. Results showed that autonomy-primed dyads felt closer, were more emotionally and cognitively attuned, provided empathy and encouragement to partners, and performed more effectively. The effects of primed autonomy on creative performance were mediated by interpersonal quality, mood, and joint engagement.