A multilevel investigation of factors influencing employee service performance and customer outcomes

被引：799
|
作者：
Liao, H [1 ]
Chuang, A
机构：
[1] Rutgers State Univ, Sch Management & Labor Relat, Piscataway, NJ 08855 USA
[2] Natl Taiwan Univ Sci & Technol, Dept Business Adm, Taipei, Taiwan
来源：
ACADEMY OF MANAGEMENT JOURNAL | 2004年 / 47卷 / 01期
关键词：
D O I：
10.2307/20159559
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Previous work on service performance has focused on either organization- or individual-level analysis. This multilevel study of 257 employees, 44 managers, and 1,993 customers from 25 restaurants demonstrated that both individual- and store-level factors were significantly associated with employee service performance: conscientiousness and extraversion explained within-store variance, and service climate and employee involvement explained between-store variance. Further, employee service performance aggregated to the store level explained between-store variance in customer satisfaction and loyalty.
引用
收藏
页码：41 / 58
页数：18
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