THE SERVICE CLIMATE-FIRM PERFORMANCE CHAIN: THE ROLE OF CUSTOMER RETENTION

被引：22
|
作者：
Towler, Annette [1 ]
Lezotte, Daniel V. [2 ]
Burke, Michael J. [3 ]
机构：
[1] De Paul Univ, Dept Psychol, Chicago, IL 60614 USA
[2] IIT, Inst Psychol, Chicago, IL 60616 USA
[3] Tulane Univ, New Orleans, LA 70118 USA
来源：
HUMAN RESOURCE MANAGEMENT | 2011年 / 50卷 / 03期
关键词：
service climate; firm performance; customer retention; concern for employees; concern for customers; customer satisfaction; EMPLOYEE; PERCEPTIONS; SATISFACTION; RESOURCES; QUALITY; CONSEQUENCES; ANTECEDENTS; MEDIATION; ATTITUDES; STRENGTH;
D O I：
10.1002/hrm.20422
中图分类号：
B849 [应用心理学];
学科分类号：
040203 ;
摘要：
This study examines the role of customer retention as a mediator in the service climate-firm performance chain. Using a predictive design that involves data collected from 1,500 automotive service stores from 12,518 employees and approximately 30,000 customers, a model linking service climate (a concern for employees and customers), customer satisfaction, customer retention, and firm performance was tested. Notably, the results support the overall model and the hypothesized mediating effect of customer retention regarding the relationship between customer satisfaction and firm performance. (C) 2011 Wiley Periodicals, Inc.
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页码：391 / 406
页数：16
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