A multilevel investigation of factors influencing

A Multilevel Investigation of Factors Influencing Employee A Multilevel Investigation of Factors Influencing Employee 11 November Customer This multilevel study of employees, 44 managers, and 1, customers from 25 restaurants demonstrated that both individual- and store-level factors were significantly associated with employee service performance: Further, employee service performance aggregated to the store level explained between-store variance in customer satisfaction and loyalty. Empirical evidence shows that, to the extent employees are able to deliver high-quality service, customers are more likely to generate favorable evaluations of service encounters, experience higher satisfaction, and increase their purchases and the frequency of their future visits e.

A multilevel investigation of factors influencing

Term Papers 10 pages, words This multilevel study of employees, 44 managers, and 1, customers from 25 restaurants demonstrated that both individual- and store-level factors were significantly associated with employee service performance: Further, employee service performance aggregated to the store level explained between-store variance in customer satisfaction and loyalty.

In prior research, there were numerous scholars who found many different factors that influence creativity in NPD teams (Im and Workman, , Scott and Bruce, ). Correspondingly, a review of the literature suggests two potential questions for understanding these key factors. A multilevel investigation of factors influencing employee service performance and customer outcomes January Previous work on service performance has focused on either organization-or individ-ual-level analysis. MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES HUI LIAO Rutgers, the State University of New Jersey AICHIA CHUANG National Taiwan University of Science and Technology Previous work on service performance has focused on either organization- or individual-level analysis.

In response to an increasingly competitive marketplace, growing research attention is being devoted to factors contributing to desirable customer outcomes. Empirical evidence shows that, to the extent employees are able to deliver high-quality service, customers are more likely to generate favorable evaluations of service encounters, experience higher satisfaction, and increase their purchases and the frequency of their future visits e.

Therefore, it is important to understand what predicts employee service performance. The purpose of this study was to develop and test a multilevel framework in which employee service performance was examined as a joint function of employee individual characteristics and service environment characteristics.

Previous work on service performance has focused on either organization- or individual-level analysis.

A multilevel investigation of factors influencing

Customer Service Many products, services and experiences are supported by customer services teams. Customer services provided expertise DVD of the same performance would be a product, not a service Intangible - and This body of literature emphasizes the impact of managerial practices and service climate on customer perceptions of service quality and business-unit financial performance at the store level of analysis e.

On the other hand, researchers who are interested in studying service performance at the individual level of analysis e. Both approaches have made significant contributions to explaining service performance.

A multilevel investigation of factors influencing

However, neither approach adequately accounts for service performance. Examining one level at a time prevents one from knowing whether factors at one level remain important in explaining service performance after 41 This study was supported by a grant from the Alfred P.

A Multilevel Investigation of Factors Influencing Employee

We are grateful to the organization that participated in this research. We thank Jonathan Seltzer and Steven Smela for their assistance in data collection.

Neither would one know how factors across different levels interact with one another and jointly determine service performance.

Furthermore, higher levels of them did not appear to This study was limited in that it did not specify a conceptual framework for cross-level phenomena; conceptualized job characteristics at the individual level, thus measuring individual perception more than actual context; and contained hypothesis tests in which the hierarchical structure of the data was not considered.

The present study was an attempt to advance knowledge in this area in several ways. First, it bridged the macro and micro perspectives by developing a multilevel framework and providing a more comprehensive picture of what kind of employees engage in good service performance and, at the same time, what kind of organizational interventions facilitate service performance.

Second, drawing on the theory of situational strength Mischel,we further integrated the two levels by investigating interactions across levels to see whether the impact of individual personalities on service performance differed in different situations.

In turn United Parcel Service is an extremely profitable corporation. The environment provided by UPS keeps customers, employees, and managers working hard Further, the quality of the interaction between employee and customer is critical in determining customer satisfaction. Employee service performance hence is distinguished from service effectiveness, which refers to the results of service performance, such as customer satisfaction and retention.

In what follows, we develop hypotheses regarding the antecedents and consequences of employee service performance. The contribution of this multilevel perspective to organizational science is twofold: Both top-down and bottom-up effects on organizational behavior are illuminated.

A top-down approach establishes the need to conceptualize and assess organization, sub- Liao and Chuang 43 unit, and group factors that can affect individual perceptions, attitudes, and behaviors. Therefore, in addition to the individual differences factors that have been identified as important correlates of service performance in the literature, we identified relevant contextual features and expected that these factors would have top-down influences on employee service performance via both a direct and a moderating effect.

Figure 1 depicts the theoretical framework of this study. Individual-Level Antecedents of Service Performance: Personalities Certain employees may be predisposed to engage in positive service-oriented behaviors.

Second, the use of the unifying Big Five taxonomy instead of more specific personality traits facilitates the accumulation of knowledge and comparison of findings across studies of personality.

A Multilevel Investigation of Factors Influencing Employee - New York Essays

There were theoretical and empirical reasons to expect that four of the Big Five personality dimensions would be related to service performance. Once these employees are in place, the focus shifts to retaining these individuals.

Again, this is a rare service to industry employees Albertson, The gym is furnished with cardio Child care Two on-site day care centers Referral service Referral service Referral service On-site cafeteria Two on-site gourmet cafeterias Because of these positive characteristics, conscientious people tend to do what is expected of them to accomplish work.

Barrick and colleagues also argued that conscientious individuals have higher intentions for achievement striving, which mediates the relationship between conscientiousness and job performance.

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Individual-level conscientiousness will be positively related to employee service performance.A multilevel investigation of the influence of family and school level factors on age of sexual initiation: a focus on sex differences White, Candace N.

(). A multilevel investigation of the influence of family and school level factors on age of sexual initiation: a focus on sex differences. This multilevel study of employees, 44 managers, and 1, customers from 25 restaurants demonstrated that both individual- and store-level factors were significantly associated with employee service performance: conscientiousness and extraversion explained within-store variance, and service climate and employee involvement .

A Longitudinal and Multilevel Investigation on Factors. Influencing Knowledge Sharing Behavior. Quan Lin. Shantou University. Di Ye. Shantou University. a multilevel investigation of factors influencing employee service performance and customer outcomes HUI LIAO Rutgers, the State University of New Jersey AICHIA CHUANG National Taiwan University of Science and Technology Previous work on service performance has focused on either organization- or individual-level analysis.

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MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES HUI LIAO Rutgers, the State University of New Jersey AICHIA CHUANG National Taiwan University of Science and Technology Previous work on service performance has focused on either organization- or individual-level analysis.

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