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Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior.
J Appl Psychol. 2006 Mar; 91(2):365-378.JA

Abstract

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.

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Publisher Full Text (DOI)

Authors+Show Affiliations

Payne SC
Department of Psychology.
Webber SS
College of Management.

MeSH

AdultAttitudeConsumer BehaviorEmploymentFemaleHumansJob SatisfactionMaleOrganizational CultureSocial BehaviorSurveys and Questionnaires

Pub Type(s)

Journal Article

Language

eng

PubMed ID

16551189

Citation

Payne, Stephanie C., and Sheila Simsarian Webber. "Effects of Service Provider Attitudes and Employment Status On Citizenship Behaviors and Customers' Attitudes and Loyalty Behavior." The Journal of Applied Psychology, vol. 91, no. 2, 2006, pp. 365-378.
Payne SC, Webber SS. Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior. J Appl Psychol. 2006;91(2):365-378.
Payne, S. C., & Webber, S. S. (2006). Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior. The Journal of Applied Psychology, 91(2), 365-378. https://doi.org/10.1037/0021-9010.91.2.365
Payne SC, Webber SS. Effects of Service Provider Attitudes and Employment Status On Citizenship Behaviors and Customers' Attitudes and Loyalty Behavior. J Appl Psychol. 2006;91(2):365-378. PubMed PMID: 16551189.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior. AU - Payne,Stephanie C, AU - Webber,Sheila Simsarian, PY - 2006/3/23/pubmed PY - 2006/5/31/medline PY - 2006/3/23/entrez SP - 365 EP - 378 JF - The Journal of applied psychology JO - J Appl Psychol VL - 91 IS - 2 N2 - 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. SN - 0021-9010 UR - https://www.unboundmedicine.com/medline/citation/16551189/Effects_of_service_provider_attitudes_and_employment_status_on_citizenship_behaviors_and_customers'_attitudes_and_loyalty_behavior_ DB - PRIME DP - Unbound Medicine ER -