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relationship between employee job satisfaction and key customer outcomes: A study among temporary workers

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Date Issued:
1999
Summary:
This dissertation investigates the nature of the relationship that exists between job satisfaction among temporary workers and general customer perceptions of service quality, customer-based appraisal of specific service provider performance, and customers' future behavioral intentions concerning doing business with the firm in the future (e.g., to increase business, to recommend the organization to others, etc.). The Job Descriptive Index (JDI) and its related Job-in-General scale were used to measure employee satisfaction. SERVQUAL was used to gauge general customer perceptions of service quality. A 13-item battery derived from marketing literature was used to measure customer future behavioral intentions. The customer appraisal of service provider performance was based on performance appraisal literature. Results indicated significant correlation between worker satisfaction and customer perceptions of service quality (r = .27; p < .01), customer-based appraisal of specific service provider performance (r = .30; p < .01), and customer intentions concerning doing business with the organization in the future (r = .20; p < .05). Customer quality perceptions were significantly associated with their future intentions (r = .71; p < .01) and with specific customer performance appraisal (r = .63; p < .01). However, when combined with general customer service perceptions (SERVQUAL), specific customer appraisal of service provider performance did not contribute unique predictive or explanatory capability. Unexpectedly, temporary workers' satisfaction with co-workers on their job assignment was significantly related to all customer outcome measures. The results are described and discussed in comparison with meta-analyses about job satisfaction, and in terms of other studies concerning contingent workers.
Title: The relationship between employee job satisfaction and key customer outcomes: A study among temporary workers.
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Name(s): Hagan, Christine M.
Florida Atlantic University, Degree grantor
Bernardin, Harold John, Thesis advisor
Type of Resource: text
Genre: Electronic Thesis Or Dissertation
Date Issued: 1999
Publisher: Florida Atlantic University
Place of Publication: Boca Raton, Fla.
Physical Form: application/pdf
Extent: 225 p.
Language(s): English
Summary: This dissertation investigates the nature of the relationship that exists between job satisfaction among temporary workers and general customer perceptions of service quality, customer-based appraisal of specific service provider performance, and customers' future behavioral intentions concerning doing business with the firm in the future (e.g., to increase business, to recommend the organization to others, etc.). The Job Descriptive Index (JDI) and its related Job-in-General scale were used to measure employee satisfaction. SERVQUAL was used to gauge general customer perceptions of service quality. A 13-item battery derived from marketing literature was used to measure customer future behavioral intentions. The customer appraisal of service provider performance was based on performance appraisal literature. Results indicated significant correlation between worker satisfaction and customer perceptions of service quality (r = .27; p < .01), customer-based appraisal of specific service provider performance (r = .30; p < .01), and customer intentions concerning doing business with the organization in the future (r = .20; p < .05). Customer quality perceptions were significantly associated with their future intentions (r = .71; p < .01) and with specific customer performance appraisal (r = .63; p < .01). However, when combined with general customer service perceptions (SERVQUAL), specific customer appraisal of service provider performance did not contribute unique predictive or explanatory capability. Unexpectedly, temporary workers' satisfaction with co-workers on their job assignment was significantly related to all customer outcome measures. The results are described and discussed in comparison with meta-analyses about job satisfaction, and in terms of other studies concerning contingent workers.
Identifier: 9780599378094 (isbn), 12602 (digitool), FADT12602 (IID), fau:9487 (fedora)
Collection: FAU Electronic Theses and Dissertations Collection
Note(s): College of Business
Thesis (Ph.D.)--Florida Atlantic University, 1999.
Subject(s): Job satisfaction
Consumer behavior
Temporary employees
Customer services
Held by: Florida Atlantic University Libraries
Persistent Link to This Record: http://purl.flvc.org/fcla/dt/12602
Sublocation: Digital Library
Use and Reproduction: Copyright © is held by the author, with permission granted to Florida Atlantic University to digitize, archive and distribute this item for non-profit research and educational purposes. Any reuse of this item in excess of fair use or other copyright exemptions requires permission of the copyright holder.
Use and Reproduction: http://rightsstatements.org/vocab/InC/1.0/
Host Institution: FAU
Is Part of Series: Florida Atlantic University Digital Library Collections.