Liao&Chuang: A multilevel investigation of factors influencing employee service performance and customer outcomes
8 important questions on Liao&Chuang: A multilevel investigation of factors influencing employee service performance and customer outcomes
What is the purpose of the study of Liao?
What are the effects of employees that deliver high-quality service? (Liao)
Define employee service performance and service effectiveness?
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On basis of employees personality. Four of the Big five personalities were empirically related to service performance: conscientiousness (zorgvuldigheid) and neuroticism where expected to be associated with performance in all jobs and extraversion and agreeableness were expected to be particularly relevant when performance involved interactions with other people, as it does in service context. Which 4 hypothesis did Liao formulate regarding this knowledge?
1b Individual-level neuroticism will be negatively related to emloyee service performance. (Neuroticism: the polar opposite of emotional stability)
1c Individual-level extraversion will be positively related to employee service performance. (Extraversion: sociable, assertive, talkative, active)
1d Individual-level agreeableness will be positively related to employee service performance (Agreeables: good-natured, forgiving, helpful, cooperative)
1a+1c supported
1b+1d not supported
Store-level service and HR practices will moderate the relationship
between personality and employee service performance at the individual
level, this lead to hypothesis 3 of Liao:
H3 = not supported
For service organizations, customers' perceptions of service quality, customer satisfaction and loyalty are crucial indicators of effectiveness because of their close relationship with sales and profits. Which hypothesis fits this thought? (Liao)
H4 = partially supported
Explain which hypothesis of Liao are and aren't supported:
-1b+1d are not significantly related to employee service performance
-2a+2b are supported
-2c+2d aren't supported
-The moderating assumption of H3 wasn't supported
-H4 is partially upheld (bevestigd).
What are the 3 specific recommendations of the study for improving employee service performance? (Liao)
2 It pays to invovle employees in decision making (allow them in decision-participation and let them resolve customer complaints on their own).
3 In employment selection procedures managers may consider applicants' level of conscientiousness and extraversion to improve customer service performance.
(This study bridges the gap between macro (org. level) and micro (ind. level) approach).
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