Frimpong, J. and Wilson, A.M. (2004) A reconceptualisation of the satisfaction-service performance thesis. Journal of Services Marketing, 18 (6). pp. 471-481. ISSN 0887-6045Full text not available in this repository. (Request a copy from the Strathclyde author)
The hypothesis that job satisfaction affects employee performance or favourable service behaviours could be considered a well-worn topic. However, this paper shows that the extant literature has not adequately conceptualised nor addressed the complex relationship which could exist between employee satisfaction and service performance quality. Indeed, some studies appear to challenge this almost axiomatic view. This paper, therefore, considers the literature on "the job satisfaction-service performance/quality thesis" and proposes a new model which reconceptualises the relationship between the two constructs. Suggestions for service practitioners, as well as new ways in which the thesis could be further tested, are also provided.
|Keywords:||customer services, quality, employees, job satisfaction, performance measurement, Marketing. Distribution of products, Marketing|
|Subjects:||Social Sciences > Commerce > Marketing. Distribution of products|
|Department:||Strathclyde Business School > Marketing|
|Depositing user:||Strathprints Administrator|
|Date Deposited:||16 Nov 2007|
|Last modified:||27 Jan 2017 03:19|