A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES.

20041,089 citationsJournal Article

Authors

Hui Liao · Rutgers, The State University of New Jersey

Aichia Chuang · National Taiwan University of Science and Technology

Abstract

Previous work on service performance has focused on either organization- or individual-level analysis. This multilevel study of 257 employees, 44 managers, and 1,993 customers from 25 restaurants d...

Topics & Keywords

Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Technology Adoption and User Behaviour

Publication Details

Published in: Academy of Management Journal

Volume 47, Issue 1, pp. 41-58

DOI: 10.2307/20159559

Field-Weighted Citation Impact: 31.07

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A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES.

Authors

Abstract

Topics & Keywords

Publication Details