Understanding Organization-Customer Links in Service Settings
研究了服务单元中领导行为如何通过服务氛围和顾客导向的组织公民行为影响顾客满意度和单元销售额，对服务管理者有参考价值。
We develop a framework of service-unit behavior that begins with a unit's leader's service-focused behavior and progresses through intermediate links (service climate and customer-focused organizational citizenship behavior) to customer satisfaction and then unit sales. Data from a sample of 56 supermarket departments provide at least moderate support for our mediational hypotheses. We discuss findings with a particular focus on the relationship between internal organization functioning and external effectiveness in service settings. In addition, several issues related to testing for mediation using quantitative analysis are identified and discussed.