Organizational Obstacles: Links with Financial Performance, Customer Satisfaction, and Job Satisfaction in a Service Environment
研究了零售银行环境中组织障碍（社会和技术）对顾客满意度、财务绩效和员工工作满意度的影响，发现不同岗位员工（如柜员和客户代表）受障碍影响的方式不同。
A model was developed to describe the roles of organizational obstacles (social and technical) in relation to three types of performance outcomes (customer satisfaction, financial performance, and employee job satisfaction), as well as to various moderators associated with different job types (e.g., customer contact, organizational commitment). In a test of this model, employee perceptions of organizational obstacles were measured in a retail banking environment. For employees in highest contact with customers (i.e., tellers), reports of co-worker obstacles, work environment obstacles, and workbreak scheduling obstacles were associated with lower levels of customer satisfaction. However, there was very little relationship between tellers' perceptions of obstacles and tellers' job satisfaction. For employees in positions associated with more experience and commitment (i.e., account representatives), information timeliness obstacles were linked with higher customer satisfaction, while materials, workspace sharing, and work environment obstacles were linked with lower customer satisfaction. Also for account representatives, the majority of obstacle types negatively affected their job satisfaction. These results are interpreted and discussed and managerial implications are examined.