The effect of work climate on critical employee and customer outcomes

By Mahnhee Yoon, S. Beatty, Jaebeom Suh. 2001

296 citations recorded by the source corpus.

Subfields: Management Information Systems, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/cd4d5f5535c31e8b9773b5291135be718f166564

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In Management Information Systems

In Organizational Behavior and Human Resource Management

Citations in the corpus

Role stressors, service worker job resourcefulness, and job outcomes: An empirical analysis (2006, background): “Employee satisfaction requires successful relationship management between contact employees and the organization (Yoon et al., 2001).”
The antecedents of customer‐contact employees’ empowerment (2004, background): “Moreover, supportive management ( Yoon et al. , 2001”
An investigation of the role of justice in turnover intentions, job satisfaction, and organizational citizenship behavior in hospitality industry. (2010, background): “Researchers found a significant positive relationship between employees’ job satisfaction and customer perceptions of service quality performance (Hartline and Keith, 1996; Yoon et al., 2001).”
Links between service climate, employee commitment and employees' service quality capability (2006, background): “Further, in a study closely related to the current one, Yoon et al. (2001)”
The influence of employee organizational citizenship behavior on customer loyalty (2004, background): “Employees’ perceptions of service climate not only have a significant impact on organizational variables such as job satisfaction and motivation, but also directly influence the customer assessment of the service delivered ( Yoon et al ., 2001”
The impact of job insecurity on critical hotel employee outcomes: The mediating role of self-efficacy (2018, background): “Themeasurement error of absenteeismwas set to 0 because of identification problem (e.g., Yoon et al., 2001).”