Unit-Level Voluntary Turnover Rates and Customer Service Quality: Implications of Group Cohesiveness, Newcomer Concentration, and Size

Journal of Applied Psychology

Volumn 94, Issue 4, 2009, Pages 1068-1075

  Hausknecht, John P ^a   Trevor, Charlie O ^b   Howard, Michael J ^c  

^a and History   (United States)

^b UNIVERSITY OF WISCONSIN MADISON   (United States)

^c Employee Insights   (United States)

Author keywords

customer service; group cohesiveness; group size; tenure; turnover

Indexed keywords

ARTICLE; CONSUMER; GROUP PROCESS; GROUP STRUCTURE; HUMAN; JOB SATISFACTION; ORGANIZATION; PERSONNEL MANAGEMENT; QUESTIONNAIRE; SOCIAL BEHAVIOR; SOCIALIZATION;

CONSUMER SATISFACTION; GROUP PROCESSES; GROUP STRUCTURE; HUMANS; JOB SATISFACTION; ORGANIZATIONAL CULTURE; ORGANIZATIONAL OBJECTIVES; PERSONNEL SELECTION; PERSONNEL TURNOVER; QUESTIONNAIRES; SOCIAL IDENTIFICATION; SOCIALIZATION;

EID: 67650961187     PISSN: 00219010     EISSN: None     Source Type: Journal    
DOI: 10.1037/a0015898     Document Type: Article

References (44)

1. Bamberger P., and Biron M. Group norms and excessive absenteeism: The role of peer referent others. Organizational Behavior and Human Decision Processes 103 (2007) 179-196
2. Batt R. Managing customer services: Human resource practices, quit rates, and sales growth. Academy of Management Journal 45 (2002) 587-597
3. Bliese P.D. Within-group agreement, non-independence, and reliability: Implications for data aggregation and analyses. In: Klein K.J., and Kozlowski S.W.J. (Eds). Multilevel theory, research, and methods in organizations: Foundations, extensions, and new directions (2000), Jossey-Bass, San Francisco 349-381
4. Bliese P.D., and Ployhart R.E. Growth modeling using random coefficient models: Model building, testing, and illustrations. Organizational Research Methods 5 (2002) 362-387
5. Cohen S.G., and Bailey D.E. What makes teams work: Group effectiveness research from the shop floor to the executive suite. Journal of Management 23 (1997) 239-290
6. Colquitt J.A., Noe R.A., and Jackson C.L. Justice in teams: Antecedents and consequences of procedural justice climate. Personnel Psychology 55 (2002) 83-109
7. Dalton D.R., and Todor W.D. Turnover turned over: An expanded and positive perspective. Academy of Management Review 4 (1979) 225-235
8. Dean A.M. Links between organisational and customer variables in service delivery: Evidence, contradictions and challenges. International Journal of Service Industry Management 15 (2004) 332-350
9. Evans C.R., and Jarvis P.A. Group cohesion: A review and re-evaluation. Small Group Behavior 11 (1980) 359-370
10. George J.M., and Bettenhausen K. Understanding prosocial behavior, sales performance, and turnover: A group-level analysis in a service context. Journal of Applied Psychology 75 (1990) 698-709
11. Goodman P.S., Ravlin E., and Schminke M. Understanding groups in organizations. In: Cummings L.L., and Staw B.M. (Eds). Research in organizational behavior: An annual series of analytical essays and critical reviews 9 (1987), JAI Press, Greenwich, CT 121-173
12. Green S.G., Anderson S.E., and Shivers S.L. Demographic and organizational influences on leader-member exchange and related work attitudes. Organizational Behavior and Human Decision Processes 66 (1996) 203-214
13. Griffeth R.W., and Hom P.W. The employee turnover process. Research in Personnel and Human Resources Management 13 (1995) 245-293
14. Gross N., and Martin W.E. On group cohesiveness. American Journal of Sociology 57 (1952) 546-554
15. Hare A.P. Group size. American Behavioral Scientist 24 (1981) 695-708
16. Hofmann D.A., Griffin M.A., and Gavin M.B. The application of hierarchical linear modeling to organizational research. In: Klein K.J., and Kozlowski S.W.J. (Eds). Multilevel theory, research, and methods in organizations: Foundations, extensions, and new directions (2000), Jossey-Bass, San Francisco 467-511
17. Kacmar K.M., Andrews M.C., Van Rooy D.L., Steilberg R.C., and Cerrone S. Sure, everyone can be replaced... but at what cost? Turnover as a predictor of unit-level performance. Academy of Management Journal 49 (2006) 133-144
18. Kidwell Jr. R.E., Mossholder K.W., and Bennett N. Cohesiveness and organizational citizenship behavior: A multilevel analysis using work groups and individuals. Journal of Management 23 (1997) 775-793
19. Koys D.J. The effects of employee satisfaction, organizational citizenship behavior, and turnover on organizational effectiveness: A unit-level, longitudinal study. Personnel Psychology 54 (2001) 101-114
20. Kozlowski S.W.J., and Bell B.S. Work groups and teams in organizations. In: Borman W.C., Ilgen D.R., and Klimoski R.J. (Eds). Handbook of psychology: Vol. 12. Industrial and organizational psychology (2003), Wiley, Hoboken, NJ 333-375
21. Kozlowski S.W.J., and Klein K.J. A multilevel approach to theory and research in organizations: Contextual, temporal, and emergent processes. In: Klein K.J., and Kozlowski S.W.J. (Eds). Multilevel theory, research, and methods in organizations: Foundations, extensions, and new directions (2000), Jossey-Bass, San Francisco 3-90
22. LeBreton J.M., and Senter J.L. Answers to 20 questions about interrater reliability and interrater agreement. Organizational Research Methods 11 (2008) 815-852
23. LePine J.A., and Van Dyne L. Predicting voice behavior in work groups. Journal of Applied Psychology 83 (1998) 853-868
24. Markham S.E., Dansereau Jr. F., and Alutto J.A. Group size and absenteeism rates: A longitudinal analysis. Academy of Management Journal 25 (1982) 921-927
25. McElroy J.C., Morrow P.C., and Rude S.N. Turnover and organizational performance: A comparative analysis of the effects of voluntary, involuntary, and reduction-in-force turnover. Journal of Applied Psychology 86 (2001) 1294-1299
26. Mobley W.H. Employee turnover: Causes, consequences, and control (1982), Addison-Wesley, Reading, MA
27. Mudrack P.E. Group cohesiveness and productivity: A closer look. Human Relations 42 (1989) 771-785
28. O'Reilly III C.A., and Caldwell D.F. The impact of normative social influence and cohesiveness on task perceptions and attitudes: A social information processing approach. Journal of Occupational Psychology 58 (1985) 193-206
29. Ostroff C., and Kozlowski S.W.J. Organizational socialization as a learning process: The role of information acquisition. Personnel Psychology 45 (1992) 849-874
30. Podsakoff P.M., and MacKenzie S.B. An examination of the psychometric properties and nomological validity of some revised and reduced "substitute for leadership" scales. Journal of Applied Psychology 79 (1994) 702-713
31. Rentsch J.R., and Steel R.P. What does unit-level absence mean? Issues for future unit-level absence research. Human Resource Management Review 13 (2003) 185-202
32. Saks A.M., Uggerslev K.L., and Fassina N.E. Socialization tactics and newcomer adjustment: A meta-analytic review and test of a model. Journal of Vocational Behavior 70 (2007) 413-446
33. Schmit M.J., and Allscheid S.P. Employee attitudes and customer satisfaction: Making theoretical and empirical connections. Personnel Psychology 48 (1995) 521-536
34. Schneider B., and Bowen D.E. Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology 70 (1985) 423-433
35. Schneider B., and White S.S. Service quality: Research perspectives (2004), Sage, Thousand Oaks, CA
36. Schwab D.P. Contextual variables in employee performance-turnover relationships. Academy of Management Journal 34 (1991) 966-975
37. Shaw J.D., Duffy M.K., Johnson J.L., and Lockhart D.E. Turnover, social capital losses, and performance. Academy of Management Journal 48 (2005) 594-606
38. Shaw J.D., Gupta N., and Delery J.E. Alternative conceptualizations of the relationship between voluntary turnover and organizational performance. Academy of Management Journal 48 (2005) 50-68
39. Staw B.M. The consequences of turnover. Journal of Occupational Behavior 1 (1980) 253-273
40. Trevor C.O. Interactions among actual ease-of-movement determinants and job satisfaction in the prediction of voluntary turnover. Academy of Management Journal 44 (2001) 621-638
41. Tuckman B.W. Developmental sequence in small groups. Psychological Bulletin 63 (1965) 384-399
42. U.S. Department of Labor. (n.d.). Databases, tables, & calculators by subject [Data file]. Available from Bureau of Labor Statistics website, http://www.bls.gov/data/#employment
43. Van Maanen J., and Schein E.H. Toward a theory of organizational socialization. In: Staw B.M. (Ed). Research in organizational behavior 1 (1979), JAI Press, Greenwich, CT 209-264
44. Watrous K.M., Huffman A.H., and Pritchard R.D. When coworkers and managers quit: The effects of turnover and shared values on performance. Journal of Business and Psychology 21 (2006) 103-126