Employee and Customer Perceptions of Service in Banks. Replication and Extension

Benjamin Schneider, David E. Bowen

    Research output: Contribution to journalArticle

    758 Scopus citations

    Abstract

    Survey data from 142 employees and 968 customers from 28 branches of a bank were analyzed with the following results: (a) Moderate support was found for previous work on correlates of role stress for boundary role employees (Parkington & Schneider, 1979), and good support was found for relationships between branch employees' and branch customers' service perceptions and attitudes (Schneider, Parkington, & Buxton, 1980); (b) some significant relationships were reported between branch employees' perceptions of organizational human resources practices and branch customers' attitudes about service; and (c) employee attitudes and customer attitudes were related to their own and one another's turnover intentions. Results are discussed from the perspective of promoting an integration of consumer and organizational behavior in the service sector.

    Original languageEnglish (US)
    Pages (from-to)423-433
    Number of pages11
    JournalJournal of Applied Psychology
    Volume70
    Issue number3
    DOIs
    StatePublished - Aug 1 1985

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    ASJC Scopus subject areas

    • Applied Psychology

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