| Store manager performance and satisfaction: effects on store employee performance and satisfaction, store customer satisfaction, and store customer spending growth. | |
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MedLine Citation:
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PMID: 20476831 Owner: NLM Status: MEDLINE |
Abstract/OtherAbstract:
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Based on emotional contagion theory and the value-profit chain literatures, the present study posits a number of hypotheses that show how managers in the small store, small number of employees retail context may affect store employees, customers, and potentially store performance. With data from 306 store managers, 1,615 store customer-contact employees, and 57,656 customers of a single retail chain, the authors examined relationships among store manager job satisfaction and job performance, store customer-contact employee job satisfaction and job performance, customer satisfaction with the retailer, and a customer-spending-based store performance metric (customer spending growth over a 2-year period). Via path analysis, several hypothesized direct and interaction relations among these constructs are supported. The results suggest implications for academic researchers and retail managers. |
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Authors:
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Richard G Netemeyer; James G Maxham; Donald R Lichtenstein |
Publication Detail:
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Type: Journal Article; Research Support, Non-U.S. Gov't |
Journal Detail:
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Title: The Journal of applied psychology Volume: 95 ISSN: 1939-1854 ISO Abbreviation: J Appl Psychol Publication Date: 2010 May |
Date Detail:
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Created Date: 2010-05-18 Completed Date: 2010-09-15 Revised Date: - |
Medline Journal Info:
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Nlm Unique ID: 0222526 Medline TA: J Appl Psychol Country: United States |
Other Details:
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Languages: eng Pagination: 530-45 Citation Subset: IM |
Copyright Information:
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PsycINFO Database Record (c) 2010 APA, all rights reserved. |
Affiliation:
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McIntire School of Commerce, University of Virginia, Charlottesville, VA 22904-4173, USA. rgn3p@virginia.edu |
Export Citation:
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APA/MLA Format Download EndNote Download BibTex |
| MeSH Terms | |
Descriptor/Qualifier:
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Commerce
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economics*,
manpower,
organization & administration* Consumer Satisfaction* Economics Educational Status Employee Performance Appraisal* Female Humans Job Satisfaction* Male Middle Aged Organizational Culture |
From MEDLINE®/PubMed®, a database of the U.S. National Library of Medicine
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