Influences of organizational investments in social capital commitment and performance

被引：57

作者：

Ellinger, Alexander E. ^{[1
]}

Musgrove, Carolyn Findley ^{[2
]}

Ellinger, Andrea D. ^{[3
]}

Bachrach, Daniel G. ^{[1
]}

Bas, Ayse Banu Elmadag ^{[4
]}

Wang, Yu-Lin ^{[5
]}

机构：

[1] Univ Alabama, Tuscaloosa, AL 35487 USA

[2] Indiana Univ SE, New Albany, IN 47150 USA

[3] Univ Texas Tyler, Tyler, TX 75799 USA

[4] Istanbul Tech Univ, Isletme Muhendisligi Bolumu, TR-80680 Istanbul, Turkey

[5] Natl Cheng Kung Univ, Tainan 701, Taiwan

来源：

JOURNAL OF BUSINESS RESEARCH | 2013年 / 66卷 / 08期

关键词：

Social capital; Commitment to service quality; Commitment to the firm; Job performance; Organizational citizenship behavior; Service employee; LEADER-MEMBER EXCHANGE; CITIZENSHIP BEHAVIOR; PREDICT BEHAVIOR; REASONED ACTION; ANTECEDENTS; ORIENTATION; INTENTIONS; MANAGEMENT; EMPLOYEES; QUALITY;

D O I：

10.1016/j.jbusres.2012.03.008

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Improving customers' service experiences by identifying ways to develop organizational cultures that better motivate and engage service employees is an important issue for service organizations and a top priority in services research. However, extant services research focuses far more on managing customer relationships than on the dynamics of effectively supporting and developing the service personnel who interact with customers. This study assesses the influence of an organizational human resource developmental initiative on service employees. The authors utilize social capital theory and the theory of reasoned action to propose and test a model that examines relationships between organizational investments in social capital and service employees' work-related attitudes, norms, and behaviors. Results from a field study of 407 customer-facing employees from multiple service organizations suggest that making organizational investments in social capital favorably influences service employees' commitment, job performance, and organizational citizenship behavior. (C) 2012 Elsevier Inc. All rights reserved.

引用

页码：1124 / 1133

页数：10

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