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GUIDESTAR RESEARCH WHITE PAPER

Organizational Antecedents of Employee Satisfaction and Employee Customer Service

Some researchers have focused on organizational antecedents of employee satisfaction and employee customer service. A model offered by Yoon, Hyun Seo, and Seog Yoon (2000) identifies three antecedents:

  • 1.

    Perceived organizational support (POS), that is, the extent to which employees perceive that the organization values their contributions and cares about their well-being.

  • 2.

    Perceived supervisory support (PSS), that is, the extent to which supervisors develop a climate of trust, helpfulness, and friendliness; high PSS implies that important socio- emotional resources are immediately available in the work environment.

  • 3.

    Customer participation, that is, the extent to which a customer is physically, mentally, and emotionally involved in the delivery of a service/product. At this level, both the resources/information that customers bring into the transaction and the actual behaviors they engage in are important.

A representation of this model is shown below:

Perceived Organizational Support

Employee Service Effort

Perceived Supervisory Support

Employee Service Quality

Job Satisfaction

Customer Participation

As the model indicates, all three antecedents affect employee service quality through their effect on employee service effort and perceived job satisfaction. Empirical findings suggest that:

  • 1.

    Of the three antecedents, perceived supervisory support is the single most powerful predictor of job satisfaction and employee service effort.

  • 2.

    Job satisfaction is a more important predictor of employee service quality than employee service effort.

GUIDESTAR RESEARCH - WHITE PAPER - FEBRUARY 2005

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