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.
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