Two Faces of the Satisfaction Mirror: A Study of Work Environment, Job Satisfaction, and Customer Satisfaction in Dutch Municipalities

Review of Public Personnel Administration

Volumn 31, Issue 2, 2011, Pages 171-189

  Vermeeren, Brenda ^a   Kuipers, Ben ^a   Steijn, Bram ^a  

^a ERASMUS UNIVERSITY ROTTERDAM   (Netherlands)

Author keywords

customer satisfaction; HRM; job satisfaction; municipalities; organizational performance

Indexed keywords

EID: 82455255978     PISSN: 0734371X     EISSN: None     Source Type: Journal    
DOI: 10.1177/0734371X11408569     Document Type: Article

References (47)

1. Beer, M., Spector, B., Lawrence, P.R., Mills, D.G., & Walton, R.E. ( 1984). Managing human assets. New York, NY : Free Press.
2. Bentler, P.M. ( 2005). EQS 6 Structural Equations Program Manual. Encino, CA: Multivariate Software (www.mvsoft.com).
3. Boyne, G., & Chen, A. ( 2006). Performance targets and public service improvement. Journal of Public Administration Research and Theory, 17, 455-477.
4. Brady, M., & Cronin, J., Jr. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34-49.
5. Byrne, B. ( 2001). Structural equation modeling with AMOS. Basic concepts, applications and programming. Mahwah, NJ: Lawrence Erlbaum.
6. Davis, P.J. ( 2006). In search of the common wealth: A service-profit chain for the public sector. International Journal of Productivity and Performance Management, 55(2), 163-172.
7. Delery, J., & Shaw, J. ( 2001). The strategic management of people in work organizations: Review, synthesis, and extension. Research in Personnel and Human Resource Management, 20, 165-197.
8. Fishbein, M. ( 1963). An investigation of the relationships between beliefs about an object and the attitude toward that object. Human Relations, 16, 233-240.
9. Fountain, J.E. ( 2001). Paradoxes of public sector customer service. Governance: An International Journal of Policy and Administration, 14(1), 55-73.
10. Frese, M., & Fay, D. ( 2001). Personal initiative: An active performance concept for work in the 21st century. In B. M. Staw & R. M. Sutton (Eds.), Research in Organizational Behavior (Vol. 23, pp. 133-187). Amsterdam: Elsevier Science.
11. Gelade, G.A., & Young, S. ( 2005). Test of a service profit chain model in the retail banking sector. Journal of Occupational and Organizational Psychology, 78, 1-22.
12. Guest, D.E. ( 1997). Human resource management and performance: A review and research agenda. The International Journal of Human Resource Management, 8(3), 263-276.
13. Hackman, J.R., & Oldham, G.R. ( 1975). Development of the job diagnostic survey. Journal of Applied Psychology, 60, 159-170.
14. Hackman, J.R., & Oldham, G.R. ( 1980). Work redesign. Reading, MA: Addison-Wesley.
15. Heintzman, R., & Marson, B. ( 2005). People, service and trust: Is there a public sector service value chain? International Review of Administrative Sciences, 71(4), 549-575.
16. Heskett, J.L., Sasser, W.E., & Schlesinger, L. (1997). The service profit chain. New York, NY: Free Press.
17. Hsieh, C., & Guy, M.E. ( 2009). Performance outcomes: The relationship between managing the “heart” and managing client satisfaction. Review of Public Personnel Administration, 29(1), 41-57.
18. Hu, L., & Bentler, P.M. ( 1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6, 1-55.
19. Indik, B.P. ( 1963). Effects of organization size on member attitudes and behavior. Human Relations, 16(4), 369-384.
20. Judge, T.A., Thoresen, C.J., Bono, J.E., & Patton, G.K. ( 2001). The job satisfaction-job performance relationship: A qualitative and quantitative review. Psychological Bulletin, 127, 376-407.
21. Jung, K., Moon, M., & Hahm, S. ( 2007). Do age, gender, and sector affect job satisfaction? Results from the Korean Labor and Income Panel Data. Review of Public Personnel Administration, 27(2), 125-146.
22. Klein, K.J., & Kozlowski, S.W.J. (2000). From micro to meso: Critical steps in conceptualizing and conducting multilevel research. Organizational Research Methods, 3, 211-236.
23. Koys, D.J. ( 2001). The effects of employee satisfaction, organizational citizenship behavior, and turnover on organizational effectiveness: A unit-level, longitudinal study. Personnel Psychology, 54, 101-114.
24. Kristof-Brown, A.L., Zimmerman, R.D., & Johnson, E.C. ( 2005). Consequences of individuals’ fit at work: A meta-analysis of person-job, person-organization, person-group and person- supervisor fit. Personnel Psychology, 58, 281-342.
25. Lee, H., Cayer, J., & Lan, G.Z. ( 2006). Changing federal government employee attitudes since the Civil Service Reform Act of 1978. Review of Public Personnel Administration, 26, 21-51.
26. Nagy, M.S. ( 2002). Using a single-item approach to measure facet job satisfaction. Journal of Occupational and Organizational Psychology, 75(1), 77-86.
27. Osborne, D., & Gaebler, T. ( 1992). Reinventing government: How the entrepreneurial spirit is transforming the public sector. New York, NY: Penguin.
28. Ostroff, C. ( 1992). The relationship between satisfaction, attitudes and performance: An organizational level analysis. Journal of Applied Psychology, 77(6), 963-974.
29. Paauwe, J., & Richardson, R. (1997). Introduction special issue on HRM and performance. The International Journal of Human Resource Management, 8(3), 257-262.
30. Podsakoff, P.M., MacKenzie, S.B., & Bommer, W.H. ( 1996). Transformational leader behaviors and substitutes for leadership as determinants of employee satisfaction, commitment trust, and organizational citizenship. Journal of Management, 22(2), 259-298.
31. Podsakoff, P., & Organ, D. ( 1986). Self-reports in organizational research: Problems and prospects. Journal of Management, 12, 531-544.
32. Pollitt, C. ( 2003). The essential public manager. Open University Press. Maidenhead, UK: Open University Press and McGraw Hill.
33. Purcell, J., & Hutchinson, S. (2007). Front-line managers as agents in the HRM-performance causal chain: Theory, analysis and evidence. Human Resource Management Journal, 17(1), 3-20.
34. Quinn, R.E. ( 1988). Beyond rational management: Mastering the paradoxes and competing demands of high performance. San Francisco: Jossey-Bass.
35. Rainey, H.G. ( 1997). Understanding and managing public organizations. San Francisco: Jossey-Bass.
36. Reiner, M., & Zhao, J. ( 1999). The determinants of job satisfaction among United States Air Force Security Police. Review of Public Personnel Administration, 19(3), 5-18.
37. Scarpello, V., & Campbell, J.P. (1983). Job satisfaction: Are the parts there? Personnel Psychology, 36(3), 577-600.
38. Schneider, B. ( 1987). The people make the place. Personnel Psychology, 40, 437-453.
39. Schneider, B., & Bowen, D.E. ( 1993). The service organisation. Human resource management is critical. Organizational Dynamics, 21(4), 39-52.
40. Schneider, B., Goldstein, H.W., & Smith, D.B. ( 1995). The ASA framework. An update. Personnel Psychology, 48, 747-773.
41. Steijn, B. ( 2004). Human resource management and job satisfaction in the Dutch public sector. Review of Public Personnel Administration, 24(4), 291-303.
42. Taris, T.W., & Schreurs, P.J.G. (2009). Well-being and organizational performance: An organizational-level test of the happy-productive worker hypothesis. Work & Stress, 23(2), 120-136.
43. Taris, T.W., Schreurs, P.J.G., Eikmans, K.J.L., & Van Riet, P. ( 2008). Work characteristics, well-being and organizational performance: An organizational-level test of the happy-productive worker hypothesis. Gedrag & Organisatie, 21, 3-18.
44. Ting, Y. ( 1997). Determinants of job satisfaction of federal government employees. Public Personnel Management, 26(3), 313-334.
45. Van Wijk, K.P. ( 2007). The service care chain. The influence of service and HRM in the realization of demand-driven care by care organisations. Dissertation, Erasmus University, Rotterdam, Netherlands.
46. Wanous, J.P., Reichers, A.E., & Hudy, M.J. ( 1997). Overall job satisfaction: How good are single-item measures? Journal of Applied Psychology, 82(2), 247-252.
47. Zeithaml, V., Parasuraman, A., & Berry, L. ( 1990). Delivering quality service-balancing customer perceptions and expectations. New York, NY: The Free Press.