Employee versus supervisor ratings of performance in the retail customer service sector: Differences in predictive validity for customer outcomes

Journal of Retailing

Volumn 83, Issue 1, 2007, Pages 131-145

  Netemeyer, Richard G ^a   Maxham III, James G ^a  

^a UNIVERSITY OF VIRGINIA   (United States)

Author keywords

Customer satisfaction; Employee ratings; Supervisor ratings

Indexed keywords

EID: 33846303954     PISSN: 00224359     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jretai.2006.10.009     Document Type: Article

References (47)

1. Agustin C., and Singh J. Curvilinear Effects of Customer Loyalty Determinants in Relational Exchanges. Journal of Marketing Research 42 (2005) 96-108
2. Anderson E.W. Customer Satisfaction and Word-of-Mouth. Journal of Service Research 1 (1998) 5-17
3. Anderson E.W., and Mittal V. Strengthening the Satisfaction-Profit Chain. Journal of Service Research 3 (2000) 107-120
4. Anderson J.C., and Gerbing D.W. Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach. Psychological Bulletin 103 (1988) 411-423
5. Atkins P.B., and Wood R. Self- vs. Others' Ratings of Assessment Center Ratings: Validation Evidence for 360-degree Feedback Programs. Personnel Psychology 55 (2002) 871-904
6. Bettencourt L., and Brown S. Role Stressors and Customer-Oriented Boundary-Spanning Behaviors in Service Organizations. Journal of the Academy of Marketing Science 32 4 (2003) 394-408
7. Bettencourt L.A., Gwinner K.P., and Meuter M.L. A Comparison of Attitude, Personality, and Knowledge Predictors of Service-Oriented Organizational Citizenship Behaviors. Journal of Applied Psychology 86 (2001) 29-41
8. Blodgett J.G., Granbois D.H., and Walters R.G. The Effects of Perceived Justice on Complainants' Negative Word-of-Mouth Behavior and Repatronage Intentions. Journal of Retailing 69 (1993) 389-428
9. Borman W.C., and Motowidlo S.J. Expanding the Criterion Domain to Include Elements of Contextual Performance. In: Schmitt N., and Borman W.C. (Eds). Personnel Selection in Organizations (1993), Jossey-Bass, San Francisco 71-98
10. Bowman D., and Narayandas D. Managing Customer-Initiated Contacts with Manufacturers: The Impacts on Share of Category Requirements and Word-of-Mouth Behavior. Journal of Marketing Research 38 (2001) 281-297
11. Cheung G.W. Multifaceted Conceptions of Self-Other Ratings Disagreement. Personnel Psychology 52 (1999) 1-36
12. Cohen J., and Cohen P. Applied Multiple Regression/Correlational Analysis for the Behavioral Sciences. 2nd ed. (1983), Lawrence Earlbaum Associates, Hillsdale, NJ
13. Conway J.M., and Huffcutt A.I. Psychometric Properties of Multi-source Performance Ratings: A Meta-Analysis of Subordinate, supervisor, Peer, and Self-Ratings. Human Performance 10 (1997) 331-360
14. Cortina J.M., Chen G., and Dunlap W.P. Testing Interaction Effects in LISREL: Examination and Illustration of Available Procedures. Organizational Research Methods 4 (2001) 324-360
15. de Jong A., and de Ruyter K. Adaptive versus Proactive Behavior in Service Recovery: The Role of Self-Managing Teams. Decision Sciences 35 3 (2004) 457-491
16. de Jong A., de Ruyter K., and Lemmink J. Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams. Journal of Marketing 68 (2004) 18-35
17. Facteau J.D., and Craig S.B. Are Performance Appraisal Ratings from Different Rating Sources Comparable?. Journal of Applied Psychology 86 (2001) 215-227
18. Fornell C., and Larcker D.F. Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research 18 (1981) 39-50
19. Harris M.M., and Schaubroeck J. A Meta-Analysis of Self-supervisor, Self-peer, andPeer-supervisor Ratings. Personnel Psychology 41 (1988) 43-62
20. Heskett J.L., Sasser Jr. W.E., and Schlesinger L.J. The Value-Profit Cha: Treat Employees Like Customers and Customers Like Employees (2003), The Free Press, New York
21. Humphrey R.H., and Ashforth B.E. Cognitive Scripts and Prototypes in Service Encounters. In: Swartz T.A., Bowen D.E., and Brown S.W. (Eds). Advances in Service Marketing and Management vol. 3 (1994), JAI Press, Greenwich, CT 175-199
22. Jorsekog K., and Sorbom D. LISREL8: Users reference guide (1996), Scientific Software International, Chicago, IL
23. Lam S.S., Hui C.K., and Law K.S. Organizational Citizenship Behavior: Comparing Perspectives of Supervisors and Subordinates Across Four International Samples. Journal of Applied Psychology 84 (1999) 594-601
24. Latham G.P., and Wexley K.N. Increasing Productivity Through Performance Appraisal (1982), Addison-Wesley, Reading, MA
25. London M., Mone E., and Scott J. Performance Management and Assessment: Methods for Improved Rater Accuracy and Employee Goal Setting. Human Resource Management 43 (2004) 319-336
26. MacKenzie S.B., Podsakoff P.M., and Ahearne M. Some Possible Antecedents and Consequences of In-Role and Extra-Role Salesperson Performance. Journal of Marketing 62 (1998) 87-98
27. Maxham J.G., and Netemeyer R.G. Firms Reap What They Sow: The Effects of Employee Shared Values and Perceived Organizational Justice on Customer Evaluations of Complaint Handling. Journal of Marketing 67 (2003) 46-62
28. Miller D. What Constitutes a Self-Serving Attributional Bias?. Journal of Personality and Social Psychology 36 (1978) 1221-1223
29. Morrison E.W. Role Definitions and Organizational Citizenship Behavior: The Import-ance of the Employee's Perspective. Academy of Management Journal 37 (1994) 1153-1167
30. Morrison E.W., and Phelps C.C. Taking Charge at Work: Extra-role Efforts to Initiate Workplace Change. Academy of Management Journal 42 4 (1999) 403-419
31. Murphy K.R., and Cleveland J.N. Understanding Performance Appraisal: Social, Organizational, and Goal-Based Perspectives (1995), Sage, Thousand Oaks, CA
32. Murphy K.R., Cleveland J.N., Skattebo A.L., and Kinney T.B. Raters Who Pursue Different Goals Give Different Ratings. Journal of Applied Psychology 89 (2004) 158-164
33. Oliver R., Rust R., and Varki S. Customer Delight: Foundations, Findings, and Managerial Insight. Journal of Retailing 73 (1997) 311-336
34. Pedhazur E.J. Multiple Regression in Behavioral Research: Explanation and Prediction. 3rd ed. (1987), Harcourt Brace College Publishers, Forth Worth, TX
35. Ping R.A. A Parsimonious Estimating Technique for Interaction and Quadratic Latent Variables. Journal of Marketing Research 32 (1995) 336-347
36. Podsakoff P.M., MacKenzie S.B., Lee J.Y., and Podsakoff N.P. Common Methods Bias in Behavioral Research: A Critical Review of the Literature and Recommended Remedies. Journal of Applied Psychology 88 5 (2003) 879-903
37. Podsakoff P.M., MacKenzie S.B., Paine J.B., and Bachrach D.G. Organizational Citizenship Behaviors: A Critical Review of the Theoretical and Empirical Literature and Suggestions for Future Research. Journal of Management 26 (2000) 513-563
38. Schneider B., Ashworth S., Higgs C., and Carr L. Design, Validity, and Use of Strategically Focused Employee Attitude Surveys. Personnel Psychology 49 (1996) 695-705
39. Schneider B., and Bowen D. Winning the Service Game (1995), Harvard Business School Press, Boston, MA
40. Schneider B., and Bowen D. Understanding Customer Delight and Outrage. Sloan Management Review 41 (1999) 35-45
41. Singer J.D. Using SAS PROC MIXED to Fit Multilevel Models, Hierarchical Models, and Individual Growth Models. Journal of Educational and Behavioral Statistics 24 4 (1998) 323-355
42. Singh J. Performance Productivity and Quality of Frontline Employees in Service Organizations. Journal of Marketing 64 (2000) 15-34
43. Steenkamp J.E.M., and Baumgartner H. Assessing Measurement Invariance in Cross-National Consumer Research. Journal of Consumer Research 25 (1998) 78-90
44. Suliman A. Self and Supervisor Ratings of Performance: Evidence from and Individualistic Culture. Employee Relations 25 (2003) 371-388
45. Tett R.P., and Burnett D.D. A Personality Trait-Based Interactionist Model of Job Performance. Journal of Applied Psychology 88 (2003) 500-517
46. Wels-Lips I., Van der Ven M., and Peiters R. Critical Service Dimensions: An Empirical Investigation Across Six Industries. International Journal of Service Industry Management 9 3 (1998) 286-309
47. Williams L.J., and Anderson S. Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and In-role Behaviors. Journal of Management 17 (1991) 601-617