LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION

Although a common theme in the service quality literature is that organizations must create and maintain a climate for service in order for employees to effectively deliver service, few studies exist that evaluate climate for service components against a criterion of customer satisfaction. The effectiveness of different aspects of a climate for service is evaluated by determining the relationships between service climate components and facets of customer satisfaction, as rated by 538 employees and 7,944 customers across 57 branches of a large bank. All service climate components were significantly related to at least one facet of customer satisfaction (e.g., teller service). Seeking and sharing information about customers' needs and expectations, training in delivering quality service, and rewarding and recognizing excellent service were the practices that were most highly related to satisfaction with service quality.     

GENERALIZATION OF EMPLOYEE INVOLVEMENT TRAINING TO THE JOB SETTING: INDIVIDUAL AND SITUATIONAL EFFECTS

This study examined whether variables at individual, unit, and suborganization levels influence the extent to which the knowledge and skills learned in employee involvement (EI) training are generalized beyond specific EI activities. Training generalization occurs when the knowledge and skills learned in training for a specific purpose in one context (e.g., EI training for use in quality circles) are applied by trainees in another context (e.g., regular job duties). A multiple-cross-level design using data gathered from 252 employees and supervisors drawn from 88 units across 11 suborganizations provided support for both individual and situational effects. Hierarchical regression results demonstrated that characteristics at individual, unit, and suborganization levels significantly predicted the extent EI knowledge, skills, and attitudes were generalized to the core job activities. As predicted, trainees were more likely to use EI training in performing core job activities the more EI activities they participated in, the greater their commitment to the organization, and the less cynical they were about the likelihood of positive organizational change. Contrary to expectations, more generalization of EI training was found to occur in units and suborganizations with less participative climates.     

EMPLOYEE HEALTH BY DESIGN: USING EMPLOYEE INVOLVEMENT TEAMS IN ERGONOMIC JOB REDESIGN

An innovative, team-based, ergonomic job redesign effort in a large Midwest organization is described. Joint management-labor teams composed of representatives from each department of the plant were formed and trained in team-building and ergonomic principles. These teams prioritized jobs for ergonomic redesign and developed and implemented solutions. Sources of data for this redesign process included: a physical symptom survey, OSHA logs for cumulative trauma disorders (CTDs), observations, videotapes, and employee interviews about their jobs, tools, and pain experienced at work. Ergonomic changes at the plant resulted in significant reductions in the number and severity of CTDs, lost production time, and restricted duty days. Recommendations based on experiences with this ergonomic intervention are made for HRM practitioners.     

EMPLOYEE AFFECTIVE RESPONSES TO ORGANIZATIONAL STRESS: MODERATING EFFECTS OF JOB CHARACTERISTICS

This research examines (a) the relative importance of each of three role variables—role conflict, ambiguity, and overload—as sources of stress and dissatisfaction among managerial-level personnel, and (b) the moderating effects of job enrichment characteristics on the relationships between role stressors and intrinsic job satisfaction, involvement, and anxiety. Data were collected from a sample of 89 managerial personnel of a large, heavy-equipment manufacturing company in the Midwest. Results show that role ambiguity has the strongest relationships with role responses in the predicted directions. Further, significant interactions are obtained between each of role ambiguity and role overload, but not role conflict, and job characteristics. The two role stressors tend to be more aversive for individuals on low-enriched rather than high-enriched jobs. Implications of the findings for work design and the management of stress are discussed.     

INDIVIDUAL AND INTERPERSONAL MODERATORS OF EMPLOYEE REACTIONS TO JOB CHARACTERISTICS: A REEXAMINATION

This research examines the moderating effects of individual growth need strength (GNS) and interpersonal (supervisory and co-worker) satisfactions on the relationship of job enrichment characteristics to intrinsic job satisfaction and job involvement. Data were collected from a sample of 89 managerial and professional personnel of a large manufacturing firm in the Midwest. The results tend to support previous research findings regarding the moderating effects of individual GNS but not interpersonal satisfaction factors. In fact, significant interactions between job enrichment characteristics and interpersonal factors are obtained but they are opposite those reported in previous research. Implications of the findings for job design are discussed.     

A LONGITUDINAL INVESTIGATION OF THE RELATIONSHIPS BETWEEN JOB INFORMATION SOURCES, APPLICANT PERCEPTIONS OF FIT, AND WORK OUTCOMES

This longitudinal field study was designed to examine the relationships between job information sources, self-esteem, and perceptions of person-job (P-J) and person-organization (P-O) fit, as well as the relationships between perceptions of fit and work outcomes (job satisfaction, organizational commitment, organizational identification, intentions to quit, stress symptoms, and turnover). The results indicate that the number of formal job information sources and self-esteem were positively related to perceptions of P-J fit, and formal job information sources were positively related to perceptions of P-O fit. Perceptions of P-J fit were positively related to job satisfaction, organizational commitment, organizational identification, and negatively related to stress symptoms and intentions to quit. Perceptions of P-O fit were negatively related to intentions to quit and turnover. In addition, perceptions of fit mediated the relationships between job information sources and self-esteem with job satisfaction, intentions to quit, and turnover. These results highlight the job applicant's perspective of fit, and demonstrate the importance of both P-J and P-O fit perceptions.     

UNDERSTANDING REACTIONS TO JOB REDESIGN: A QUASI-EXPERIMENTAL INVESTIGATION OF THE MODERATING EFFECTS OF ORGANIZATIONAL CONTEXT ON PERCEPTIONS OF PERFORMANCE BEHAVIOR

Redesigning jobs from a traditional workgroup structure to a semi-autonomous team structure has become increasingly popular, but the impact of such redesigns on employee effectiveness criteria has been mixed. The present longitudinal quasi-experimental study showed that although such a redesign had positive effects on 3 performance behaviors (effort, skill usage, and problem solving), its effectiveness also depended on aspects of the organizational context. In conditions where the organizational reward and feedback and information systems were effective, redesigning work into a semi-autonomous team structure had no discernible effect on performance behaviors. In conditions where these systems were poor, however, such a redesign produced large positive benefits. This suggests that work redesigns that enhance worker autonomy are most effective in contexts where other supportive management systems are absent.     

BACKGROUND, NEEDS, JOB PERCEPTIONS, AND JOB SATISFACTION: A CAUSAL MODEL

Data concerning sex, social status, need strength, job perceptions and job satisfaction were collected from 411 people who were entering the work force for the first time at the time they obtained their jobs and approximately 10 months later. Using maximum likelihood path analysis, support was obtained for the following causal sequence: Background → Need Strength → Job Perception → Job Satisfaction. As in other studies, growth need strength was related to job dimensions. However, relatedness needs also appear to play a significant role in determining perceptions of jobs and job satisfaction. Sex and social status determined to some extent the subjects' initial level of need strength and indirectly their job perceptions.     

COMPARING RECRUITER, STUDENT, AND FACULTY PERCEPTIONS OF IMPORTANT APPLICANT AND JOB CHARACTERISTICS

This study investigated the extent to which corporate recruiters, students and faculty share an understanding of important job applicant characteristics and desirable job factors. Multivariate analyses revealed significant differences between the three groups. The implications of these findings for recruitment, selection, and career counseling are discussed.     

IMPACT OF REFLECTIVE SUPERVISION ON EARLY CHILDHOOD INTERVENTIONISTS’ PERCEPTIONS OF SELF‐EFFICACY,JOB SATISFACTION,AND JOB STRESS

Despite widespread recognition of the importance of reflective practice in the field of infant mental health, little quantitative research exists regarding the impact of reflective supervision on professionals’ self‐efficacy, job satisfaction, and work‐related stress. Thirty‐three early childhood interventionists received approximately 9 months of reflective supervision and completed pre‐ and post‐assessments of their job‐related stress and self‐efficacy using a modified version of the Reflective Supervision Self‐Efficacy Scales for Supervisees (S. Shea, S. Goldberg, & D.J. Weatherston, 2012). At the post‐assessment, participants also rated their overall experience of reflective supervision. Reported self‐efficacy increased significantly from pre‐ to post‐assessment, and participants reported a positive overall impact of reflective supervision with respect to a variety of indices, such as job satisfaction, professional development, and the ability to cope with job‐related stress. These results provide necessary quantitative data demonstrating a positive impact of reflective supervision on early childhood professionals and suggest the value of reflective supervision for supporting workforce development.     

HOW SOCIAL DOMINANCE ORIENTATION AND JOB STATUS INFLUENCE PERCEPTIONS OF AFRICAN-AMERICAN AFFIRMATIVE ACTION BENEFICIARIES

This paper examines evaluative judgments about an African-American beneficiary of affirmative action (AA) in two studies. Based on a motivated social cognition model, we test whether the use of AA, social dominance orientation (SDO), and job status jointly influence judgments about the future job performance and career progression of an AA beneficiary. In a sample of 244 undergraduate business students, Study 1 showed that SDO and AA interact to predict job-related performance expectations, and AA and job status interact to predict career progression expectations. Study 2 used a different sample of 190 business undergraduates to test whether the effects of AA, job status, SDO and their interactions on evaluative judgments is mediated by stereotype application. Results showed that different dimensions of stereotypes mediated the relationships between SDO, job status and the AA × SDO interaction.     

THE USE OF ROLEPLAYING JOB INTERVIEWS WITH JOB CORPS FEMALES

Observation of the schism between employers and disadvantaged females, leads to the preparation of counselees for job interviews and exploration of the world of work with them. By chance, roleplaying a job interview was used during a group guidance session with Job Corps females, and the comparative success encountered with the technique encouraged this investigation. As a technique, it was found to be flexible, adaptable, and timesaving. It was of benefit to the counselor in six areas, and students indicated that they found the technique of value as a means of preparation for a real job interview, acquainting them with the scope of their communications problems and reducing these shortcomings.     

COMPUTER-AIDED MONITORING: ITS INFLUENCE ON EMPLOYEE JOB SATISFACTION AND TURNOVER

Computer-aided monitoring is a phenomenon that is likely to become more prevalent in the workplace and, thus, central to understanding contemporary employee responses to work. This study develops a model for examining the impact of monitoring on employee-level job satisfaction and turnover propensity. The results show that for some employees the negative effects of monitoring are inherent, but for others its negative impact can be mitigated by attention to feedback/performance appraisal processes. While organizational-level rules pertaining to monitoring are important, managerial efforts aimed at minimizing negative consequences for the organization and individuals need to pay close attention to the feedback/performance appraisal processes.     

A FIELD STUDY OF JOB APPLICANT INTERVIEW PERCEPTIONS, ALTERNATIVE OPPORTUNITIES, AND DEMOGRAPHIC CHARACTERISTICS

A field study was conducted to examine several factors related to young job applicants, their reactions to job interviews, and their intentions to accept a job if offered. Immediately following their interviews, 422 applicants voluntarily responded to questionnaires concerning the interview, parents' and friends' pressure for them to take the job, alternative job opportunities, and behavioral intentions to accept the job. Applicants who responded more favorably to their interviewers felt somewhat more positive about taking a job in the recruiting organization. Perceived alternative job opportunities moderated the relationship between reactions to the job and acceptance intentions. Multivariate effects were found for applicant sex, applicant race, and interviewer sex on reactions to the interviewer and the interview. Further research on the role of parental and peer pressure on job acceptance among young workers is suggested, as is the moderating role of alternative opportunities. The implications of race and sex differences in interview reactions are also discussed.