Moderators of the Relationships Between Coworkers' Organizational Citizenship Behavior and Fellow Employees' Attitudes.

The authors developed and tested the prediction that the relationship hetween coworkers' organizational citizenship behaviors (OCBs) and fellow employees' attitudes depends on the supervisors' abusiveness. Results of a longitudinal study using data collected from 173 supervised employees at 2 points in time (separated by 7 months) suggested that coworkers' OCB was positively related to fellow employees' job satisfaction and affective commitment when abusive supervision was low. However, when abusive supervision was high, coworkers' OCB was negatively related to job satisfaction and was unrelated to organizational commitment. The results of a 2nd study were consistent with the idea that the attributions employees make for their coworkers' OCB explains the moderating effect of abusive supervision on the relationship between coworkers' OCB and job satisfaction. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors.

Attitude, personality, and customer knowledge antecedents were compared in their predictive ability of 3 service-oriented forms of employee organizational citizenship behaviors (OCBs): loyalty, service delivery, and participation. For the 1st study, 236 customer-contact employees provided data concerning their OCBs and the attitude, personality, and knowledge antecedents. The 2nd investigation relied on data provided by 144 contact employees from a network of university libraries. Using hierarchical regression in both studies, the authors found that each of the 3 types of service-oriented OCBs was best predicted by different subsets of the antecedents. Job attitudes accounted for the most unique variance in loyalty OCBs, personality accounted for the most unique variance in service delivery OCBs, and customer knowledge and personality jointly were the best predictors of participation OCBs. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Individual- and organizational-level consequences of organizational citizenship behaviors: A meta-analysis.

Although one of the main reasons for the interest in organizational citizenship behaviors (OCBs) is the potential consequences of these behaviors, no study has been reported that summarizes the research regarding the relationships between OCBs and their outcomes. Therefore, the purpose of this study is to provide a meta-analytic examination of the relationships between OCBs and a variety of individual- and organizational-level outcomes. Results, based on 168 independent samples (N = 51,235 individuals), indicated that OCBs are related to a number of individual-level outcomes, including managerial ratings of employee performance, reward allocation decisions, and a variety of withdrawal-related criteria (e.g., employee turnover intentions, actual turnover, and absenteeism). In addition, OCBs were found to be related (k = 38; N = 3,611 units) to a number of organizational-level outcomes (e.g., productivity, efficiency, reduced costs, customer satisfaction, and unit-level turnover). Of interest, somewhat stronger relationships were observed between OCBs and unit-level performance measures in longitudinal studies than in cross-sectional studies, providing some evidence that OCBs are causally related to these criteria. The implications of these findings for both researchers and practitioners are discussed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

论企业营销工作中的顾客满意和顾客忠诚

文章阐明了顾客满意与顾客忠诚这二个不同概念的内涵,对顾客满意与忠诚二者间的关系进行了论述,并对怎样提高顾客满意度,培养忠诚感进行了探讨;指出顾客满意不等于顾客忠诚,而是实现顾客忠诚的一个有效途径,认为顾客满意只是顾客忠诚的前提,顾客忠诚才是结果。提出了营销的关键就是怎样使顾客从满意到忠诚。     

Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworker, was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Mechanisms linking employee affective delivery and customer behavioral intentions.

Past empirical evidence has indicated that employee affective delivery can influence customer reactions (e.g., customer satisfaction, service quality evaluation). This study extends previous research by empirically examining mediating processes underlying the relationship between employee affective delivery and customer behavioral intentions. Data were collected from 352 employee-customer pairs in 169 retail shoe stores in Taiwan. Results showed that the influence of employee affective delivery on customers' willingness to return to the store and pass positive comments to friends was indirect through the mediating processes of customer in-store positive moods and perceived friendliness. The study also indicated that employee affective delivery influences customers' time spent in store, which, in turn, influences customer behavioral intentions. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Store manager performance and satisfaction: Effects on store employee performance and satisfaction, store customer satisfaction, and store customer spending growth.

Based on emotional contagion theory and the value–profit chain literatures, the present study posits a number of hypotheses that show how managers in the small store, small number of employees retail context may affect store employees, customers, and potentially store performance. With data from 306 store managers, 1,615 store customer-contact employees, and 57,656 customers of a single retail chain, the authors examined relationships among store manager job satisfaction and job performance, store customer-contact employee job satisfaction and job performance, customer satisfaction with the retailer, and a customer-spending-based store performance metric (customer spending growth over a 2-year period). Via path analysis, several hypothesized direct and interaction relations among these constructs are supported. The results suggest implications for academic researchers and retail managers. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Antecedents and outcomes of union loyalty: A constructive replication and an extension.

Primary data obtained from unionized employees in Singapore were used to examine P. A. Bamberger, A. N. Kluger, and R. Suchard's (1999) integrative model of the antecedents and outcomes of union commitment. Structural equation modeling results revealed support for their integrative model. Specifically, the results revealed the influence of job satisfaction on union loyalty to be indirect through organizational commitment. However, the union-related antecedents (union socialization and union instrumentality) were both directly and indirectly related to union loyalty through pro-union attitudes. In addition, union loyalty was related to the individually and organizationally directed union citizenship behavior dimensions. Limitations of the study and implications of the findings are discussed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

The causal relation between job attitudes and performance: A meta-analysis of panel studies.

Do job attitudes cause performance, or is it the other way around? To answer this perennial question, the author conducted meta-analytic regression analyses on 16 studies that had repeatedly measured performance and job attitudes (i.e., job satisfaction or organizational commitment). The effect of job attitudes on subsequent performance, with baseline performance controlled, was weak but statistically significant (β = .06). The effect was slightly stronger for commitment than for satisfaction and depended negatively on time lag. Effects of performance on subsequent job attitudes were elusive (β = .00 across all studies), which suggests that job attitudes are more likely to influence performance than vice versa. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Job insecurity and employability in fixed-term contractors, agency workers, and permanent workers: Associations with job satisfaction and affective organizational commitment.

This study investigates how job insecurity and employability relate to job satisfaction and affective organizational commitment in permanent workers, fixed-term contract workers, and temporary agency workers. The authors hypothesized that (a) job insecurity relates negatively to job satisfaction and affective organizational commitment, and this relationship is strongest in permanent workers and weakest in temporary agency workers; and that (b) employability relates positively to job satisfaction and negatively to affective organizational commitment, and this relationship is strongest in temporary agency workers and weakest in permanent workers. Hypotheses were tested in workers (permanent: n = 329; fixed term; n = 160; temporary agency: n = 89) from 23 Belgian organizations. The results show that job insecurity related negatively to the outcomes for permanent workers and temporary agency workers. This relationship was not significant for fixed-term contract workers. Employability related negatively to the outcomes for fixed-term contract workers and temporary agency workers, and this relationship was not significant for permanent workers. The 3 groups had different interpretations of what constitutes a stressor and about what signals a good employment relationship. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

加强客户关系管理 提升客户满意度

鉴于国内钢材市场供大于求矛盾日益突出的特点，论述了企业必须加强客户关系管理，建立较完善的营销服务体系，从更深层次、更广范围为顾客创造价值，抢占竞争先机，取得竞争优势，提升客户满意度，培养客户的品牌忠诚度，建立长期稳定的战略合作伙伴关系，稳定并扩大产品的市场占有率，提高企业经济效益。     

The role of personal work goals in newcomers' job satisfaction and organizational commitment: A longitudinal analysis.

This study examined the importance of 3 characteristics of personal work goals (i.e., commitment, attainability, and progress) in accounting for changes in newcomers' affective job attitudes (i.e., job satisfaction and organizational commitment) during the 1st months of employment. Twenty weeks after organizational entry, 81 newcomers provided a list of their personal work goals. Goal attributes and job attitudes were assessed at 3 testing periods covering 8 months. Goal commitment was found to moderate the extent to which differences in the attainability of personal goals at the workplace accounted for changes in job satisfaction and organizational commitment. Goal progress mediated the interactive effect of goal commitment and attainability on newcomers' job attitudes. Findings are discussed with respect to their relevance for proactive approaches to organizational socialization. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Emotional labor in American professors.

An online survey was conducted on a national sample of United States professors to examine emotional labor and its relationship to work outcomes. Participants were queried on genuine, faking, and suppressing emotional expression facets of emotional labor, as well as emotional exhaustion, job satisfaction, and affective commitment. The sample of 598 included 71 instructors, 177 assistant professors, 168 associate professors, and 182 professors. A path analysis was conducted testing two models of emotional labor. Results supported a model indicating significant direct relationships between emotional labor, emotional exhaustion, and job satisfaction. Additionally, the relationship between emotional labor and affective commitment was mediated by emotional exhaustion and job satisfaction. Genuine positive expression was the only emotional labor variable to have significant direct relationships with all outcomes. For U.S. faculty, the experience of emotional labor was related to several work attitudes. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Child-care satisfaction: linkages to work attitudes, interrole conflict, and maternal separation anxiety

Analysis of a 20-item measure of child-care satisfaction (CCS) revealed 3 interpretable factors: Caregiver Communication, Dependability, and Attentiveness. These CCS factors were used, along with employer sensitivity to child-care needs and spousal support, in hierarchical multiple regressions to predict various measures of work attitudes and role strain. Replicated across 2 samples of employed women, the CCS factors demonstrated differential patterns of relationships in which Caregiver Attentiveness was associated with lower professional-self role conflict and higher levels of affective organizational commitment and job satisfaction, whereas Caregiver Communication was associated with lower levels of both professional-parent conflict and maternal separation anxiety. These findings support the position that CCS is central to the functioning of employed mothers in both work and family domains.     

The Influence of Prior Commitment on the Reactions of Layoff Survivors to Organizational Downsizing.

Nurses (N := 179; Study 1) and managers (N = 154; Study 2) participated in 2 panel studies examining the relationship among prior commitment (affective and continuance commitment and perceived organizational support), coping strategies, and survivors' attitudes and perceptions during and following downsizing. In Study 1, perceived organizational support was significantly positively related to control-oriented coping, job satisfaction, and intention to remain and negatively related to perceived job insecurity and burnout 2 years later. In Study 2, coping mediated the relationship between the prior commitment variables and job alienation, health symptoms, and burnout following the downsizing. Control-oriented coping was associated with elevated levels of health symptoms and burnout following the downsizing, suggesting that control-oriented coping may have positive effects in the short term but potentially harmful effects in the long term. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Person-organization fit and work-related attitudes and decisions: Examining interactive effects with job fit and conscientiousness.

This study examined boundary conditions that surround the importance of perceived person-organization (P-O) fit for work-related attitudes and decisions. The authors hypothesized that P-O fit is more strongly related to satisfaction and job choice decisions when needs-supplies (N-S) job fit or demands-abilities (D-A) job fit is low, and that P-O fit is more strongly related to job choice decisions for highly conscientious individuals. Hypotheses were tested among 299 participants in a 12-week internship program. Results indicated that P-O fit was more strongly related to satisfaction when individuals experienced low N-S job fit. P-O fit was more strongly related to job choice intentions when individuals experienced low D-A job fit or were highly conscientious. Finally, P-O fit was related to job offer acceptance for highly conscientious individuals. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

A meta-analytic examination of work and general locus of control.

The current meta-analysis examined the hypothesized consequences of work and general locus of control. As expected, work locus of control generally yielded stronger relationships with work-related criteria (e.g., job satisfaction, affective commitment, and burnout) than general locus of control. We also found some evidence that general locus of control yielded relatively stronger relationships with general criteria (e.g., life satisfaction, affective commitment, and burnout). Regression analysis found several unique effects for both work and general locus of control. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Autonomy and workload among temporary workers: Their effects on job satisfaction, organizational commitment, life satisfaction, and self-rated performance.

This study investigates the role of autonomy and workload in explaining responses of temporary employees (N=189) compared with permanent employees (N=371) on job satisfaction, organizational commitment, life satisfaction, and performance. Results based on regression analyses suggest that the effects of contract type are not mediated by autonomy or by workload. Rather, this study partially supports hypotheses on the differential reactions of temporaries and permanents to autonomy or workload; autonomy was not predictive for temporaries' job satisfaction and organizational commitment, and workload was not predictive for temporaries' life satisfaction, whereas they were predictive for permanents' responses. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Occupational stress and intention to leave among employees in small and medium enterprises.

This paper examines the relationship between the occupational stress of employees in small and medium enterprises (SMEs) and their intentions to leave the organization. A sample of 154 employees from SMEs completed written questionnaires. The responses from the sample are used to test the hypotheses that job satisfaction, affective commitment, and perceived organizational support (POS) will mediate the relationship between stress and intention to leave. The results of the regression analyses indicate that POS fully mediates the relationship between stress and intention to leave, while job satisfaction and affective commitment are partial mediators of the aforementioned relationship. The implications of the findings for management—particularly those in SMEs—are discussed, as are the limitations of the research and directions for future research in this domain. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Shaking Hands With a Computer: An Examination of Two Methods of Organizational Newcomer Orientation.

The current study investigated the effects of using a computer-based orientation program on organizational socialization and attitudinal outcomes. In a quasi-experimental field study, 261 newcomers either participated in a group, social-based orientation session or an individual, computer-based orientation session. Consistent with hypotheses, results indicated that participation in the computer-based orientation session led to lower levels of socialization in the more socially rich content areas, whereas the more information-based content areas were not affected. Levels of socialization mediated the effects of computer-based orientation on the more distal attitudinal outcomes of affective organizational commitment and job satisfaction. Computer-based orientation participation also negatively affected supervisor ratings of socialization. The results demonstrate the importance of newcomer orientations and socialization outcomes during organizational entry and that training method can be an important moderator of orientation practices. (PsycINFO Database Record (c) 2010 APA, all rights reserved)