Effects of service provider attitudes and employment status on citizenship behaviors and customers' attitudes and loyalty behavior. Conference Paper

abstract

• The relationship among job satisfaction, affective commitment, service-oriented organizational citizenship behaviors (OCBs), customer satisfaction, and customer loyalty were examined for a sample of 249 hairstylists and 1 of their corresponding customers. Employee satisfaction was positively related to service-oriented OCBs, customer satisfaction, and customer loyalty, whereas affective commitment was not related to these outcomes. The extent to which the predictor variables interacted with one another and the role of employment status on these relationships was also explored. High levels of job satisfaction or affective commitment resulted in more service-oriented OCBs for employees and self-employed workers, whereas high levels of both resulted in more service-oriented OCBs for owners.

authors

• Payne, Stephanie

published proceedings

• J Appl Psychol

altmetric score

• 1

author list (cited authors)

• Payne, S. C., & Webber, S. S.

citation count

• 129

complete list of authors

• Payne, Stephanie C||Webber, Sheila Simsarian

publication date

• March 2006

publisher

• American Psychological Association (APA)  Publisher

published in

• Journal of Applied Psychology  Journal

keywords

• Adult
• Attitude
• Consumer Behavior
• Employment
• Female
• Humans
• Job Satisfaction
• Male
• Organizational Culture
• Social Behavior
• Surveys And Questionnaires

PubMed Central ID

• 16551189

Digital Object Identifier (DOI)

• 10.1037/0021-9010.91.2.365

start page

• 365

end page

• 378

volume

• 91

issue

• 2

URL

• http://dx.doi.org/10.1037/0021-9010.91.2.365