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Social Exchange And Customer Service: The Relationship Between Perceived Organizational Support, Leader-Member Exchange, And Customer Service Behavior, Lisa Michelle Polly
Social Exchange And Customer Service: The Relationship Between Perceived Organizational Support, Leader-Member Exchange, And Customer Service Behavior, Lisa Michelle Polly
LSU Doctoral Dissertations
As the economy continues to shift from the production of goods to the delivery of services, one way in which an organization might set itself apart from its competition is through the delivery of high quality customer service. Therefore, a critical question for organizations becomes how to elicit the appropriate level of service from its employees. The purpose of the current study was to propose and test a social exchange based model of customer service. Specifically, it was suggested that the quality of the organization-service employee and manager-service employee relationships would be related to employee customer service behavior through their …
Organizational Perceptions And Their Relationships To Job Attitudes Effort, Performance And Organizational Citizenship Behaviors, Keith Douglas Mccook
Organizational Perceptions And Their Relationships To Job Attitudes Effort, Performance And Organizational Citizenship Behaviors, Keith Douglas Mccook
LSU Doctoral Dissertations
This study integrates and expands two models of organizational support perceptions, job attitudes, effort, and employee behavior (i.e., Brown & Leigh, 1996; Netemeyer, Boles, McKee, & McMurrian, 1997). An integrated model was hypothesized, in which Perceived Organizational Support and Perceived Opportunity for Reward impacted job satisfaction, organizational commitment, and job involvement, which in turn influenced effort (work intensity and time commitment), which subsequently impacted Organizational Citizenship Behaviors (OCBs) and in-role performance. Employee – supervisor dyads were surveyed (n = 279), and structural equation modeling was used to test the hypothesized model and several alternative models. Results indicated that the hypothesized …
Feedback Seeking In Customer Service Relationships, Aletta Machell Barnard
Feedback Seeking In Customer Service Relationships, Aletta Machell Barnard
LSU Doctoral Dissertations
With the shift to a service economy (Cascio, 1995), customer service effectiveness is a critical measure of success for service firms. In service relationships, where a single employee may be the only point of contact for customers, monitoring service effectiveness becomes incumbent upon the employees delivering the service (i.e., boundary spanners). The purpose of this study was to provide an investigation into service effectiveness (i.e., customer satisfaction and repatronage and word-of-mouth intentions) in service relationships. Specifically, boundary spanners' perceived organizational support (POS) was proposed to impact customer satisfaction through its impact on feedback seeking behaviors (i.e., direct inquiry, monitoring, positive …