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An examination of the role of perceived support and employee commitment in employee-customer encounters.
J Appl Psychol. 2007 Jul; 92(4):1177-87.JA

Abstract

The authors examined the relationships between perceived organizational support, organizational commitment, commitment to customers, and service quality in a fast-food firm. The research design matched customer responses with individual employees' attitudes, making this study a true test of the service provider-customer encounter. On the basis of a sample of matched employee-customer data (N = 133), hierarchical linear modeling analyses revealed that perceived organizational support had both a unit-level and an employee-level effect on 1 dimension of service quality: helping behavior. Contrary to affective organizational commitment, affective commitment to customers enhanced service quality. The 2 sub-dimensions of continuance commitment to the organization--perceived high sacrifice and perceived lack of alternatives--exerted effects opposite in sign: The former fostered service quality, whereas the latter reduced it. The implications of these findings are discussed within the context of research on employee-customer encounters.

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Authors+Show Affiliations

Vandenberghe C
Department of Management, Ecole des Hautes Etudes Commerciales, Montreal, PQ, Canada. christian.vandenberghe@hec.ca
Bentein K
No affiliation info available
Michon R
No affiliation info available
Chebat JC
No affiliation info available
Tremblay M
No affiliation info available
Fils JF
No affiliation info available

MeSH

AdultAttitudeEmploymentFemaleHumansInterpersonal RelationsMaleOrganizational CultureSocial BehaviorSocial SupportSurveys and QuestionnairesWorkforce

Pub Type(s)

Journal Article

Language

eng

PubMed ID

17638475

Citation

Vandenberghe, Christian, et al. "An Examination of the Role of Perceived Support and Employee Commitment in Employee-customer Encounters." The Journal of Applied Psychology, vol. 92, no. 4, 2007, pp. 1177-87.
Vandenberghe C, Bentein K, Michon R, et al. An examination of the role of perceived support and employee commitment in employee-customer encounters. J Appl Psychol. 2007;92(4):1177-87.
Vandenberghe, C., Bentein, K., Michon, R., Chebat, J. C., Tremblay, M., & Fils, J. F. (2007). An examination of the role of perceived support and employee commitment in employee-customer encounters. The Journal of Applied Psychology, 92(4), 1177-87.
Vandenberghe C, et al. An Examination of the Role of Perceived Support and Employee Commitment in Employee-customer Encounters. J Appl Psychol. 2007;92(4):1177-87. PubMed PMID: 17638475.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - An examination of the role of perceived support and employee commitment in employee-customer encounters. AU - Vandenberghe,Christian, AU - Bentein,Kathleen, AU - Michon,Richard, AU - Chebat,Jean-Charles, AU - Tremblay,Michel, AU - Fils,Jean-François, PY - 2007/7/20/pubmed PY - 2007/9/26/medline PY - 2007/7/20/entrez SP - 1177 EP - 87 JF - The Journal of applied psychology JO - J Appl Psychol VL - 92 IS - 4 N2 - The authors examined the relationships between perceived organizational support, organizational commitment, commitment to customers, and service quality in a fast-food firm. The research design matched customer responses with individual employees' attitudes, making this study a true test of the service provider-customer encounter. On the basis of a sample of matched employee-customer data (N = 133), hierarchical linear modeling analyses revealed that perceived organizational support had both a unit-level and an employee-level effect on 1 dimension of service quality: helping behavior. Contrary to affective organizational commitment, affective commitment to customers enhanced service quality. The 2 sub-dimensions of continuance commitment to the organization--perceived high sacrifice and perceived lack of alternatives--exerted effects opposite in sign: The former fostered service quality, whereas the latter reduced it. The implications of these findings are discussed within the context of research on employee-customer encounters. SN - 0021-9010 UR - https://www.unboundmedicine.com/medline/citation/17638475/An_examination_of_the_role_of_perceived_support_and_employee_commitment_in_employee_customer_encounters_ L2 - http://content.apa.org/journals/apl/92/4/1177 DB - PRIME DP - Unbound Medicine ER -