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首页> 外文期刊>Journal of Applied Psychology >The Neglected Role of Collective Customer Perceptions in Shaping Collective Employee Satisfaction, Service Climate, Voluntary Turnover, and Involuntary Turnover: A Cautionary Note
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The Neglected Role of Collective Customer Perceptions in Shaping Collective Employee Satisfaction, Service Climate, Voluntary Turnover, and Involuntary Turnover: A Cautionary Note

机译：集体客户认识在塑造集体员工满意度，服务气候，自愿营业额和非自愿周转方面的忽视作用：警示票据

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摘要

Although the service-profit chain posits that employees and customers are interrelated at the unit level (Heskett, Sasser, & Schlesinger, 1997), most theory and practice give primary emphasis to the employee. In this study, we sought to draw attention to the relatively neglected influence that customers may collectively have on employees. Specifically, we examined how collective customer perceptions of service quality relate to collective employee job satisfaction, service climate, and collective turnover (voluntary and involuntary). Using a sample of 294 bank branches, 1,975 employees, and 52,920 customers, modeled at the branch level over 2 years, we found that collective customer perceptions of service quality produced a stronger effect on collective employee job satisfaction and service climate than vice versa. We also provided the first tests demonstrating that collective customer perceptions of service quality significantly and independently influence collective voluntary turnover, even while simultaneously modeling collective employee job satisfaction and service climate. Further, we showed that the effects of collective turnover (voluntary and involuntary) are primarily related to collective customer perceptions and service climate, but through different paths. Although the turnover base rates are modest, these empirical findings highlight the role that collective customer perceptions can have in shaping collective employee attitudes, climate, and turnover and, thus, should be considered and replicated in future theory and research.
机译：虽然服务利润链占据了员工和客户在单位级别相互关联（Heskett，Sasser，Schlesinger，1997），但大多数理论和实践都会对员工进行初步重视。在这项研究中，我们试图引起客户可能集体对员工界定的相对忽视的影响。具体而言，我们审查了集体客户对服务质量的看法有关集体员工工作满意度，服务气候和集体营业额（志愿和非自愿）。使用294个银行分支机构的样本，1,975名员工和52,920名客户，在分支机构上建模超过2年，我们发现集体客户对服务质量的看法对集体员工工作满意度和服务气候产生了更强的影响，而不是反之亦然。我们还提供了第一次测试，证明了集体客户对服务质量的看法显着且独立地影响了集体自愿营业额，即使同时建模集体员工工作满意度和服务气候也是如此。此外，我们表明，集体营业额（自愿和非自愿）的影响主要与集体客户认知和服务气候相关，而是通过不同的路径。虽然营业额归属率是适度的，但这些实证发现突出了集体客户认知在塑造集体员工态度，气候和营业额中的作用，并且因此应该在未来的理论和研究中考虑和复制。

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