Customer Service Behavior and Attitudes among Hotel Managers: A Look at Perceived Support Functions, Standards for Service, and Service Process Outcomes

Journal of Hospitality and Tourism Research

Volumn 24, Issue 3, 2000, Pages 373-397

  Susskind, Alex M ^a   Borchgrevink, Carl P ^b   Brymer, Robert A ^c   Kacmar, K Michele ^c  

^a 335 Statler Hall   (United States)

^b MICHIGAN STATE UNIVERSITY   (United States)

^c FLORIDA STATE UNIVERSITY   (United States)

Author keywords

customer service process; organizational support; standards for service

Indexed keywords

EID: 27644470420     PISSN: 10963480     EISSN: 15577554     Source Type: Journal    
DOI: 10.1177/109634800002400305     Document Type: Article

References (64)

1. Effects of customer service communication on employees' satisfaction.Psychological Reports. 1990;67:1175-1183.
2. Factor analysis and AIC.Psychometrika. 1987;52:317-332.
3. Structural equation modeling in practice: A review and recommended two-step approach.Psychological Bulletin. 1988;103:411-423.
4. Organizational commitment: Antecedents and outcomes in public organizations.Public Productivity and Management Review. 1996;19:256-278.
5. Significance tests and goodness of fit in the analysis of covariance structures.Psychological Bulletin. 1980;88:588-606.
6. Evaluating service encounters: The effects of physical surroundings and employee responses.Journal of Marketing. 1990;54:69-82.
7. Critical service encounters: The employees' viewpoint.Journal of Marketing. 1994;58:95-106.
8. A framework for analyzing customer service orientations in manufacturing.Academy of Management Review. 1989;14:75-95.
9. Management practices, employees' satisfaction, and perceptions of quality service.Psychological Reports. 1995;77:748-750.
10. Structural equation modeling with LISREL, PRELIS, and SIMPLIS: Basic concepts, applications, and programming. Mahwah, NJ: Lawrence Erlbaum; 1998:.
11. Convergent and discriminant validation by the multitrait-multimethod matrix.Psychological Bulletin. 1959;56:81-105.
12. Measuring service quality: A reexamination and extension.Journal of Marketing. 1992;56:55-68.
13. SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality.Journal of Marketing. 1994;58:125-131.
14. Developing and testing a model of survivor responses to layoffs.Journal of Vocational Behavior. 1991;38:302-317.
15. Common methods bias: Does common methods variance really bias results?.Organizational Research Methods. 1998;1:374-406.
16. Perceived organizational support and employee diligence, commitment, and innovation.Journal of Applied Psychology. 1990;75:51-59.
17. Perceived organizational support.Journal of Applied Psychology. 1986;71:500-507.
18. My employees are my service guarantee.Harvard Business Review. 1989;67:28-32.
19. Evaluation of the indirect influence of courteous service on customer discretionary behavior.Human Communication Research. 1995;22:65-89.
20. Can I help you? A framework for interdisciplinary research on customer service encounters.Management Communication Quarterly. 1994;7:413-441.
21. Research in hospitality management and organizational behaviour.International Journal of Hospitality Management. 1998;17:145-160.
22. Motivation through the design of work: Test of a theory.Organizational Behavior and Human Decision Processes. 1976;16:250-279.
23. Confirmatory factor analysis: A program in basic. University of Connecticut, Storrs; 1988:.
24. Structural equation modeling with LISREL: Essentials and advances. Baltimore, MD: The Johns Hopkins University Press; 1987:.
25. How to measure service orientation.Journal of Applied Psychology. 1984;69:167-173.
26. Package: A system of computer routines for the analysis of correlational data.Educational and Psychological Measurement. 1969;29:697-700.
27. Unidimensional measurement, second order factor analysis, and causal models.Research in Organizational Behavior. 1982;4:267-320.
28. Service disposition and personality: A review and classification scheme for understanding where service disposition has an effect on customers.Advances in Services Marketing and Management. 1998;7:159-191.
29. LISREL for windows 8.12a. Chicago, IL: Scientific Software International; 1993:.
30. Another look at the job satisfaction-life satisfaction relationship.Journal of Applied Psychology. 1993;78:939-948.
31. An examination of the perceptions of organizational politics model: Replication and extension.Human Relations. 1999;52:383-415.
32. Developing customer orientation among service employees.Journal of the Academy of Marketing Science. 1992;20:27-36.
33. Predicting turnover of employees from measured job attitudes.Organizational Behavior and Human Performance. 1975;13:233-243.
34. Reciprocation: The relationship between man and organization.Administrative Science Quarterly. 1965;9:370-390.
35. Hospitality marketing: The internal approach.Cornell Hotel and Restaurant Administration Quarterly. 1989;30:41-45.
36. Motivation and organizational climate. Boston: Harvard University Graduate School of Business; 1968:.
37. Handbook of industrial and organizational psychology. Chicago: Rand McNally; 1976:1297-1350.
38. A review of current practices for evaluating causal models in organizational behavior and human resources management research.Journal of Management. 1994;20:439-464.
39. The measurement of organizational commitment.Journal of Vocational Behavior. 1979;14:224-247.
40. An assessment of the Litwin and Stringer organization climate questionnaire: An empirical and theoretical extension of the Sims and Lafollette study.Personnel Psychology. 1976;29:371-392.
41. Organizational communication: Relationships to organizational climate and job satisfaction.Academy of Management Journal. 1977;20:592-607.
42. Psychometric Theory. 1978). Psychometric Theory (2nd ed.). New York: McGraw-Hill.New York: McGraw-Hill; 1978:.
43. Role of social desirability in personality testing for personnel selection: The red herring.Journal of Applied Psychology. 1996;81:660-679.
44. An empirical analysis of service orientation and its influence on employee job performance in upscale hotels.Journal of Hospitality and Tourism Research. 1998;22:39-55.
45. Self-reports in organizational research: Problems and prospects.Journal of Management. 1986;12:531-544.
46. Situational moderators of leader reward and punishment behaviors: Fact or fiction?.Organizational Behavior and Human Performance. 1984;34:21-63.
47. A social information processing approach to job attitudes and task design.Administrative Science Quarterly. 1978;23:224-253.
48. Organizational climate: An essay.Personnel Psychology. 1975;28:447-479.
49. Personnel/human resources management in the service sector.Research in Personnel and Human Resources Management. 1992;10:1-30.
50. The service organization: Human resources management is crucial.Organizational Dynamics. 1993;21 (4): 39-52.
51. Winning the service game. Cambridge, MA: Harvard Business School Press; 1995:.
52. Some relationships between job satisfaction and organizational climate.Journal of Applied Psychology. 1975;60:318-328.
53. A passion for service: Using content analysis to explicate service climate themes.Journal of Applied Psychology. 1992;77:705-716.
54. The similarity of individual and group directed leader behavior descriptions.Academy of Management Journal. 1979;22:345-355.
55. Team-member exchange under team and traditional management: A naturally occurring quasi-experiment.Group and Organization Management. 1995;20:18-38.
56. A construct validity study of the survey of perceived organizational support.Journal of Applied Psychology. 1991;76:637-643.
57. An assessment of the Litwin and Stringer organization climate questionnaire.Personnel Psychology. 1975;28:19-38.
58. Behavioral and psychological consequences of boundary spanning burnout for customer service representatives.Journal of Marketing Research. 1994;31:558-569.
59. General intelligence objectively determined and measured.American Journal of Psychology. 1904;15:201-293.
60. Customer service employees' behavioral intentions and attitudes: An examination of construct validity and a path model.International Journal of Hospitality Management. 2000;19:53-77.
61. Downsizing and structural holes: Their influence on layoff survivors' perceptions of organizational chaos and openness to change.Communication Research. 1998;25:30-65.
62. Job satisfaction, organizational commitment, turnover intention, and turnover: Path analyses based on meta-analytic findings.Personnel Psychology. 1993;46:259-291.
63. Perceived organizational support and leader-member exchange: A social exchange perspective.Academy of Management Journal. 1997;40:82-111.
64. Antecedents and consequences of satisfaction and commitment in turnover models: A reanalysis using latent variable structural equation methods.Journal of Applied Psychology. 1986;71:219-231.