TY - JOUR
T1 - Employee and Customer Perceptions of Service in Banks. Replication and Extension
AU - Schneider, Benjamin
AU - Bowen, David E.
PY - 1985/8/1
Y1 - 1985/8/1
N2 - 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.
AB - 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.
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U2 - 10.1037/0021-9010.70.3.423
DO - 10.1037/0021-9010.70.3.423
M3 - Article
AN - SCOPUS:0009127451
SN - 0021-9010
VL - 70
SP - 423
EP - 433
JO - Journal of Applied Psychology
JF - Journal of Applied Psychology
IS - 3
ER -