How Does Workplace Fun Impact Employee Perceptions of Customer Service Quality?

By Katherine A. Karl, Joy Peluchette. 2006

146 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/879806faaa765d1453831b4ecb0eac1755f3b175

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In Social Psychology

Citations in the corpus

Play at Work: An Integrative Review and Agenda for Future Research (2018, background): “For example, play has been conflated with concepts such as ceremonies (Dandridge, 1986), celebrations (Ford, McLaughlin, & Newstrom, 2005), and fun (Karl & Peluchette, 2006a, 2006b).”
Play hard, work hard: Fun at work and job performance (2014, background): “A stream of research by Karl and colleagues focuses on the positive impacts of fun at work on various job attitudes and outcomes (Karl et al., 2005, 2007; Karl and Peluchette, 2006; Peluchette and Karl, 2005).”
Fun and friends: The impact of workplace fun and constituent attachment on turnover in a hospitality context (2014, background): “Scale items corresponding to this conceptualization include: This is a fun place to work and At my workplace, we try to have fun whenever we can, among others (Karl and Peluchette, 2006b; Karl et al., 2007).”
Does Fun Pay? The Impact of Workplace Fun on Employee Turnover and Performance (2013, background): “Among students employed in service settings, Karl and Peluchette (2006b) found that experienced fun was positively related to job satisfaction and to employee perceptions of customer service quality.”
Effects of attitudes vs experience of workplace fun on employee behaviors: Focused on Generation Y in the hospitality industry (2013, background): “Further, employees’ altruistic and helping behaviors seem to go to customers as well so that employees “go extra miles for customers” (Berg, 2001; Karl and Peluchette, 2006).”
Drivers of job satisfaction as related to work performance in Macao casino hotels (2009, background): “Empirically, Karl and Peluchette (2006) found that satisfied employees believed that their organization provided customer service that was reliable, responsive, and empathetic, and that employees were knowledgeable and able to instill confidence in customers.”