Service climate and organizational commitment: The importance of customer linkages

Service employees are simultaneously concerned with their own and their customers' well-being. Managing these dual concerns is of strategic importance in a customer-oriented service firm. This research tests a model comparing overall and customer-linked antecedents and consequences of employee...

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Bibliographic Details
Published in:Journal of business research 2006-08, Vol.59 (8), p.906-915
Main Authors: Paulin, Michèle, Ferguson, Ronald J., Bergeron, Jasmin
Format: Article
Language:English
Subjects:
Citizenship
Corporate culture
Customer service
Customer services
Customers
Employee attitude
Employees
Fairness
Internal service quality
Job satisfaction
Justice
Organizational behavior
Organizational citizenship behaviors
Organizational support
Quality control
Quality of service
Service industry
Studies
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Summary:Service employees are simultaneously concerned with their own and their customers' well-being. Managing these dual concerns is of strategic importance in a customer-oriented service firm. This research tests a model comparing overall and customer-linked antecedents and consequences of employee affective organizational commitment. The study determines (a) how service climate variables influence both overall and customer-linked job satisfaction, (b) the contribution of both job satisfaction measures to commitment, (c) the relationship between commitment and both overall citizenship behaviors and customer-linked behaviors, and (d) the influence of commitment with regard to employee intentions to recommend the organization to prospective employees and customers. Co-worker support and the perception of fair treatment are precursors of customer-linked job satisfaction (not overall job satisfaction). Customer-linked job satisfaction is more related to organizational commitment than is overall job satisfaction. Organizational commitment influences both overall citizenship behaviors and customer-linked behaviors as well as intentions to recommend the organization.
ISSN:0148-2963
1873-7978
DOI:10.1016/j.jbusres.2006.03.004