Satisfaction in the context of customer co‐production: A behavioral involvement perspective

Consumers increasingly subscribe to community‐supported agriculture (CSA) programs as an alternative retail channel for fresh produce. Compared with supermarket retailers, CSAs are built around an ethos of community rather than efficiency and economies of scale; and CSA programs demand far greater customer co‐production than supermarket retailers. For instance, CSA members (customers) assume responsibilities for physical distribution, market timing, and financial risk taking—activities that, for customers of traditional supermarkets, are assumed by the retailer or other market intermediaries. Service‐dominant logic suggests that such co‐production activities provide value for consumers. And the expanding demand for CSA programs anecdotally supports the notion that consumers find value in co‐producing fresh produce. However, whether or not co‐production leads to greater satisfaction with a product category remains largely untested. We draw on community theory to test if engagement in co‐production activities leads to satisfaction with a product category. By examining product satisfaction, we test an outcome of co‐production that is consumer‐centric. Results from an exploratory field study suggest that two types of value co‐creation—commitment to co‐production and behavioral involvement in product‐related activities—are positively correlated with product satisfaction. Our results support the notion that value co‐creation provides value for consumers. Interestingly, these findings are antithetical to studies that suggest service convenience constitutes non‐monetary value for consumers. Our study suggests that the community theory is a viable theoretical frame for consumer research on co‐production. Further, our findings suggest that consumer research into the co‐creation of value should incorporate measures of product satisfaction and draw on behavioral as opposed to exclusively attitudinal assessments of co‐production activities. Copyright © 2012 John Wiley & Sons, Ltd.     

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

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.     

The Effect of Organizational Climate on Job Satisfaction,Anxiety, and Propensity to Leave

This study examined the prediction of job-related attitudes from organizational climate dimensions. Ss were 111 supermarket department managers who returned an anonymous questionnaire which tapped perceptions of the organizational environment (i.e., climate) along 11 dimensions and also contained measures of job satisfaction, propensity to leave, and job-related anxiety. Each attitude variable was regressed on the 11 climate dimensions with use of stepwise multiple regression. The dimension of “Organizational clarity” emerged as the most significant predictor for each of the three outcome variables, a finding that is congruent with previous research in the area of role ambiguity. The dimension of “Performance-reward dependence” contributed significantly to the prediction of job satisfaction and propensity to leave, but not to the prediction of job-related anxiety. This is consistent with theories linking dissatisfaction and turnover with unsatisfactory reward systems.     

Satisfaction,loyalty and word of mouth within the customer base of a utility provider: differences between stayers,switchers and referral switchers

Research on satisfaction, loyalty and word of mouth (WOM) behaviour has made considerable progress within recent years, but important aspects remain neglected. In this paper, it is argued that, within the customer base of service providers, certain groups can be identified which differ from each other with regards to these variables. Hypotheses are developed and tested in a sample of 765 clients of a large German energy provider. The results show that recently acquired customers (switchers) differ from long‐term customers (stayers), and that switchers acquired through customer referrals differ from switchers recruited through advertising or direct mail in their satisfaction, loyalty and WOM behaviour. The paper ends with some important implications for management and future research. Copyright © 2004 Henry Stewart Publications Ltd.     

Le stress au travail : du paradigme des risques psychosociaux à celui de la qualité de vie au travail

An action research using three classical models of occupational stress enabled us to verify the impact on the results obtained from the choice of model and paradigm: psychosocial risks versus Quality of work life. Four hundred and thirty-six supermarket employees answered a questionnaire including these three measures of stress, the outcomes (satisfaction, fatigue) and a possible cause (role strain). Our results validate the hypotheses of significant differences in stress prevalence levels according to the model, such as links to the factor and the consequences, as well as the importance of the perception of stress to explain the negative experience.     

DO SITUATIONAL VARIABLES ACT AS SUBSTANTIVE CAUSES OF RELATIONSHIPS BETWEEN INDIVIDUAL DIFFERENCE VARIABLES? TWO LARGE-SCALE TESTS OF “COMMON CAUSE” MODELS

James, Demaree, Mulaik, and Ladd (1992) proposed that situational variables may act as substantive ("common") causes of relationships between individual difference variables as well as statistical artifacts (i.e., measurement unreliability) associated with these variables, thus invalidating assumptions of current validity generalization/meta-analysis procedures. In this investigation, we report the results of two large-scale studies designed to test hypothesized relationships derived from two "common cause" models. Study 1 examines relationships between store-level organizational climate variables and employee satisfaction and performance variables for 33,097 sales personnel in 537 retail stores. Study 2 investigates relationships between store-level situational constraints and customer service perception and shopping variables for 31,611 customers from 564 retail stores. The results of these studies did not support the proposition that situational variables act as substantive causes of correlations among the respective employee and customer variables or the variances and reliabilities of these variables. The implications of these findings for meta-analyses in applied psychology as well as the generalizability of the findings are discussed.     

Satisfaction et confort au travail. L’apport de la démarche implicative

A large body of research has investigated the psycho-organizational variables predicting satisfaction at work, but few studies have so far examined variables in the field of environmental psychology. Our study aims first to identify the impact of variables evaluating comfort at work (satisfaction with the work environment, attachment to the workplace) by comparing them with organizational variables known to be related to job satisfaction, and then to rank the relationships between these variables in a pseudo- implication sequence, based on statistical implicative analysis. The study involved 105 bank employees and confirms our theoretical model, showing that job satisfaction can be explained implicatively by the three other variables [(Comfort/Functionality => Control/privacy) => Workplace attachment] => job satisfaction.     

The Relationship Between Orientations to Happiness and Job Satisfaction One Year Later in a Representative Sample of Employees in Switzerland

There are three different routes to happiness: the pleasant life, the good or engaged life, and the meaningful life. These three orientations are positively related with life satisfaction, but the relation with job satisfaction is still not clear. This study examines the relationship between the three orientations to happiness (OTH) and job satisfaction in a 1-year longitudinal study with a representative sample (N = 752, 387 men) of working adults living in Switzerland. This study is part of a larger survey that includes several self-report measures. Regression analyses showed that engagement was positively related with job satisfaction 1 year later. Moreover, when controlling for sociodemographic variables (i.e., age and gender), work-related variables (i.e., household income, managerial responsibility, and financial responsibility), and the five factors of personality (i.e., neuroticism, extraversion, openness to experience, agreeableness, and conscientiousness) the interaction of the three OTH (i.e., pleasure × engagement × meaning), still predicted job satisfaction significantly. Individuals who endorse the three OTH presented the highest job satisfaction 1 year later. Therefore, although engagement is more important for job satisfaction than pleasure or meaning, the best predictor of job satisfaction is the interaction of the three OTH. Thus, people who are high in the three OTH simultaneously enjoy the highest job satisfaction. Future studies should examine whether this relationship is causal.     

Is “service with a smile” enough? Authenticity of positive displays during service encounters

Service providers use impression management strategies to engender satisfaction and repeat business in customers. Managing emotional expressions is one strategy to meet those goals. We extended research on the “Duchenne Smile” to see if authenticity of employee expressions influenced the impressions formed of the employee’s friendliness and the overall satisfaction with the encounter. Furthermore, we took two other factors into account—task performance and busyness—to examine the conditions under which authenticity would have the greatest impact. In Study 1, we obtained reactions to videotaped simulations that manipulated authenticity of positive displays and task performance during a hotel check-in encounter. ANCOVA results supported that authenticity of the service provider enhanced perceptions of friendliness, but only influenced customer satisfaction when tasks were performed well. In Study 2, hierarchical linear modeling with reactions from 255 customers of 64 restaurant servers showed that perceived display authenticity enhanced the perceived friendliness of the employee when the store was slow, but less so when it was busy. Display authenticity had a direct effect on customer satisfaction, regardless of task performance (which was generally high) and busyness. We conclude that display authenticity is an extra-role behavior for service encounters with an additive effect on encounter satisfaction only when other factors are at optimal levels. We suggest implications for display rule policies and service training.     

Tangibles as predictors of customer satisfaction in sports services

This study investigates the power of tangible dimensions of service quality to predict customer satisfaction. For this purpose, we statistically controlled the effects of dimensions of service quality that describe social interaction between employees and customers, both functionally and relationally. A field survey was conducted with the participation of 556 customers of a sports centre. The results showed that tangible dimensions of service quality predicted an additional and significant amount of customer satisfaction variance, beyond the effects of service quality of the social interaction. The article concludes with the discussion of the implications of these results.     

A Commentary on 'Exploring the Nature of Human Resource Developers' Expertise"

Previous research has shown that organizational identification (OI) of leaders is positively related to employee OI and, in turn, linked to positive behaviours of employees towards the organization. In the present study, we argue that leader OI does not only affect variables at the employee level but, through its influence on employees, also contributes to important customer outcomes (i.e., customer satisfaction, customer loyalty, and customer recommendations). Drawing on self-concept based theories of leadership effectiveness and insights from service linkage research, the present article proposes that OI plays an important role in these influence processes. Additionally, the article delineates the behavioural and psychological variables that intervene employee OI and customer outcomes. More specifically, we suggest that leader OI is positively related to follower OI, which results in customer-oriented service behaviour. Customer orientation, in turn, should positively affect customers' identification with the organization and, ultimately, result in customer satisfaction, customer loyalty, and customer recommendations. Results of a multilevel field study using data from leaders, employees, and customers provide support for our theoretical model.     

Does Positive Attitude Matter Only for Older Workers? Evidence from Simultaneous Estimation of Job Satisfaction,Wage and Positive Attitude in the United States

The current study tests two hypotheses. First, it claims that the worker’s job satisfaction is related not only to the objective variable wage rate, but also to the psychological variable positive attitude, and that all three variables are simultaneously related. Second, the study predicts that the psychological variable positive attitude as a covariate of job satisfaction matters more for matured adults who are already settled in their desired jobs than younger workers who may still be in search of their preferred employment. Using data on matured adults and younger adults from the United States and following a two-stage procedure the current study estimates job satisfaction, wage and positive attitude equations in a simultaneous equations framework. The study confirms the presence of this simultaneous relationship, and demonstrates that the job satisfaction of matured adults in fact is related to both objective (wage) and subjective (attitude) factors. For younger workers, however, wage, and not positive attitude, emerges as a significant covariate of their job satisfaction. Since positive attitude plays a significant role in the determination of their wages, it is related to their job satisfaction only indirectly through higher wages. Positive attitude thus benefits both older and younger workers thorough different channels. The study further presents interesting results on the covariates of wage and positive attitude which remain disguised when the simultaneous relationship among these three variables is ignored.     

PERSON-SITUATION SELECTION: A REVIEW OF SOME ABILITY-SITUATION INTERACTION RESEARCH

A review of literatures thought to be relevant for understanding situational contributions to ability-performance relationships was conducted. The review suggested that only three sets of variables, incentive systems, job characteristics, and leadership style/management philosophy ("climates") have recieved research attention from an ability/situation vantage point. It was also shown that in both experimental and survey research these three factors can moderate ability-performance relationships. Because these same three sets of variables are also known to have main effects on average performance levels, an hypothesis is presented that when organizations establish work conditions which facilitate the display of task-relevant individual ability, then validity for ability measures, average performance levels, and general levels of satisfaction will all be high.     

Assessment of factors in marital adjustment

The present study sought to assess important factors in marital adjustment and their interrelatedness. The explored factors were (a) sexual satisfaction and adjustment, (b) verbal and nonverbal communication, and (c) several demographic variables (e.g., age and number of years married). Marital adjustment was found to be significantly related to verbal and nonverbal communication, but not to sexual satisfaction and adjustment. Demographic variables were not found to be related to marital adjustment, but some were significant predictors of verbal and nonverbal communication and sexual satisfaction and adjustment. The implications of these findings for assessment and intervention in marital and sexual counseling and for future research are discussed.     

Which occupational risk factors are associated with burnout in nursing? A meta-analytic study

Numerous empirical studies have suggested a link between occupational factors and the burnout syndrome. The effect sizes of the association reported vary widely in nursing professionals. The objective of this research was to assess the influence of five occupational factors (job seniority, professional experience, job satisfaction, specialization and work shift) on the three burnout dimensions (emotional exhaustion, depersonalization and personal accomplishment) in nursing. We conducted a meta-analysis with a total of 81 studies met to our inclusion criteria: 31 on job seniority; 29 on professional experience; 37 on job satisfaction; 4 on specialization; and 6 on work shift. The mean effect sizes found suggest that job satisfaction and, to a lesser extent, specialization were important factors influencing the burnout syndrome. The heterogeneity analysis showed that there was a great variability in all the estimates of the mean effect size. Various moderators were found to be significant in explaining the association between occupational factors and burnout. In conclusion, it is important to prevent the substantive moderators that are influencing these associations. The improved methodological variables explain most of the contradictory results found in previous research on this field.     

Individual versus organizational predictors of job satisfaction and turnover among professionals

In a constructive replication and extension of previous research, the relative importance of individual (personality and professional attitudes) versus organizational (professional reward system and tenure) variables in predicting job satisfaction and turnover was investigated for the case of professionals. Support among a sample of computer specialists was found for the notion that, among professionals, individual variables are more important than organizational factors in predicting satisfaction with the work itself; but individual variables often played a major role in satisfaction with contextual aspects of the job as well. Organizational factors were found to be significantly predictive of satisfaction with all aspects of the job, but were the only significant predictors of turnover. Thus the importance of organizational factors over individual factors for professionals was supported more clearly for the behavioral outcome, turnover, than for attitudinal outcomes.     

情绪劳动的效应、影响因素及作用机制

情绪劳动是指员工遵照一定的组织规则, 在工作场所与顾客互动过程中进行的情绪调节。研究证明情绪劳动对组织情境中一系列结果变量影响显著, 既有积极影响也有消极影响, 作用对象包括施动者员工、受动者顾客和规则制定者组织。情绪劳动与结果变量的关系受多个员工、工作和顾客特征变量的影响。资源保存理论为情绪劳动的作用机制提供了一种有力的解释。即时、短期与长期效应的整合、指向内部顾客的情绪劳动以及组织氛围的影响是未来研究值得关注的方向。     

Quality of management by objectives,task-related stressors,and non-task-related stressors as predictors of stress and job satisfaction among teleworkers

This study examined the effects of management behaviour together with jobrelated and non-job-related stressors on stress experience and job satisfaction among teleworkers. Fifty-four participants were full- or part-time teleworkers, and eighteen participants were members of a nonteleworking control group with comparable working tasks recruited from the same companies. Self-report measures of quality of MBO, task-related stressors, and non-job-related stressors (predictors) were collected, together with measures of participants' stress experience and job satisfaction (criteria). The three predictor variables represented rather independent stress factors. Consistent with expectations, non-job-related stressors were higher for teleworkers working predominantly at home compared to office-centred teleworkers and nonteleworking controls. Moreover, regression analyses indicated significant effects of quality of MBO and non-job-related stressors on teleworkers' stress experience and job satisfaction. Occupational health and management implications of these results for preventive and prospective aspects of telework design are discussed.     

Salesperson time perspectives and customer willingness to pay more: roles of intraorganizational employee navigation,customer satisfaction,and firm innovation climate

This research aims to fill a critical gap in the sales literature by proposing a relationship-based model of customer willingness to pay more, involving salesperson time perspectives (i.e., long-term perspective and short-term perspective), intraorganizational employee navigation, and customer satisfaction with the salesperson. We also examine the moderating role of firm innovation climate. Multisource survey data were collected from 204 salespeople in a business-to-business sales context along with external ratings from customers of these salespeople three months later. The findings indicate that both long- and short-term perspectives have positive effects on intraorganizational employee navigation and customer satisfaction, which, in turn, positively affect customer willingness to pay more. In addition, short-term perspective has a stronger impact than long-term perspective on intraorganizational employee navigation. Further, the effect of long-term perspective on customer satisfaction is strengthened by the innovation climate of the firm, whereas the effect of short-term perspective on customer satisfaction is weakened by it.     

Core self-evaluations as causes of satisfaction: The mediating role of seeking task complexity

This study examined the mediating role of task complexity in the relationship between core self-evaluations (CSE) and satisfaction. In Study 1, eighty three undergraduate business students worked on a strategic decision-making simulation. The simulated environment enabled us to verify the temporal sequence of variables, use an objective measure of task complexity, and control confounding factors. In Study 2, we surveyed 108 full-time employees. In addition to verifying the temporal sequencing of variables in Study 1, both studies demonstrate that people with higher CSE actually choose/seek higher levels of complexity on their tasks, which directly or indirectly increases their task/work satisfaction.