By (editors) Sharyn Rundle-Thiele, Rebekah Bennett Sharyn Rundle-Thiele, Rebekah Bennett
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Extra resources for Linking the Employee - Customer Interface
Climate can be differentiated by the core theme that is supported by the organisation or workplace, such as service, employee commitment, cooperation, customer orientation and so forth (Schneider, White & Paul 1998; Schneider et al 2005; Rogg, Schmidt, Shull & Schmitt 2001). In the first portion of our model, we propose that the establishment of a trusting climate increases managerial discretion and the discretionary behavior of staff in the form of organisational citizenship behavior (OCB). ’ OCB on the P5 Store Responsiveness P4 Retail Staff Discretionary Behavior P6 Retail Customer Satisfaction P5 C O N C E P T U A L M O D E L OF A T R U S T I N G C L I M ATE A N D R E TA I L C U S T O M E R S AT I S FA C T I O N ( P 1 - 6 : P ROPOSITIONS ) Volume 14, Issue 2, May 2008 J O U R N A L O F M A N A G E M E N T & O R G A N I Z AT I O N 143 Long W Lam and Dora C Lau other hand is the extra and discretionary effort that is provided by employees that is above and beyond the job requirements (Podsakoff, MacKenzie, Paine & Bachrach 2000; Smith, Organ, & Near 1983; Organ 1988).
Schneider B, Ehrhart M, Mayer DM, Saltz JL and Niles-Jolly K (2005) Understanding organisation-customer links in service settings, Academy of Management Journal 48: 1017–1032. Seiling JG (1997) The Membership Organization: Achieving top performance through the new workplace community, Davies-Black/Greenwood Publications, San Francisco, CA. Seiling JG (2001) The Meaning and Role of Organisational Advocacy: Responsibility and accountability in the workplace, Greenwood Publications, Westport, CT. Senge PM (1990) The Fifth Discipline: The art and practice of the learning organisation, Doubleday/Currency, New York.
Nordstrom’s first rule in serving guests is ‘Use your good judgement in all situations. There will be no additional rules’ (Pfeffer 1994: 42). The investigation into the interface between employees and customers is known as ‘linkage research’ (Wiley 1996). Studies of the employee–customer interface offer fruitful information to retail firms through which they can ‘find ways to effectively manage their customer-contact employees to help ensure their attitudes and behaviors are conducive to the delivery of quality service’ (Hartline & Ferrell 1996: 52).