Human resource practices, organizational climate, and customer satisfaction

By K. Rogg, D. Schmidt, C. Shull, Neal Schmitt. 2001

435 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/ed51ce117cfaf8f7cfe22204b5a50a31d2c45e33

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In Management Information Systems

In Organizational Behavior and Human Resource Management

Citations in the corpus

The effect of management commitment to service quality on employees’ affective and performance outcomes (2003, background): “However, in the extant research, these indicators and their influence on service excellence are studied independently, and there is a need to examine their simultaneous effects on employee attitudes and behavior (Forrester 2000; Rogg et al. 2001).”
The mediating role of psychological capital in the supportive organizational climate—employee performance relationship (2008, methodology): “For example, the research previously mentioned by Rogg and colleagues (Rogg et al., 2001) verified the importance of supportive organizational climate and measures of customer satisfaction.”
A Service Climate Synthesis and Future Research Agenda (2014, background): “In service climate research, this is exemplified by Rogg et al. (2001), who, in a sample of 385 franchise dealerships, found HRM practices were mediated by service climate in relationship with customer experiences.”
The Influence of High-Involvement Human Resources Practices, Procedural Justice, Organizational Commitment, and Citizenship Behaviors on Information Technology Professionals' Turnover Intentions (2007, background): “Furthermore, investments in high-involvement HR practices may foster the emergence of a positive work climate that, in turn, may result in lower turnover (Rogg, Schmidt, Shull, & Schmitt, 2001; Way, 2002).”
The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective (2009, methodology): “A four-item scale was used to measure training Rogg et al. 2001). Rewards (three items) and service technology upport (four items) were measured using items adapted from ohnson (1996) and Lytle, Hom, and Mokwa (1998).”
Relationships between organizational support, customer orientation, and work outcomes (2010, methodology): “A four-item scale was used to measure training ( Rogg et al. , 2001”
An exploratory analysis of the influence of human resource management activities and organizational climate on job satisfaction in Turkish banks (2010, methodology): “Items for organizational climate have been adopted from Hornsby et al. (2002), Montes et al. (2003), Rogg et al. (2001), and Schwepker and Charles (2001).”
Links between service climate, employee commitment and employees' service quality capability (2006, background): “and relevant HRM practices (Rogg et al., 2001).”