Customer Service Behavior: The Interaction of Service Predisposition and Job Characteristics |
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Authors: | Steven G Rogelberg Janet L Barnes-Farrell Victoria Creamer |
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Institution: | (1) Department of Psychology, Bowling Green State University, Bowling Green, Ohio, 43403;(2) University of Connecticut, USA;(3) International Business Machines, USA |
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Abstract: | The achievement of customer satisfaction in service operations depends to a great extent on employee customer service behavior (CSB). In this study, 123 service providers (77% response rate) responded to a survey assessing service predisposition and job characteristics. Employees also completed a behaviorally based CSB measure developed after interviewing and surveying customers (n=96). Analyses suggest that job characteristics, alone, accounted for a significant amount of CSB variance. Job characteristics did not moderate the relationship between service predisposition and CSB. In contrast to previous work, service predisposition and CSB were not correlated. A service provider typology is presented to explain these findings. |
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