articleAcademy of Management JournalFeb 1, 2004Closed access

A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES.

HLHui LiaoACAichia Chuang

Rutgers, The State University of New Jersey · National Taiwan University of Science and Technology

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Abstract

Previous work on service performance has focused on either organization- or individual-level analysis. This multilevel study of 257 employees, 44 managers, and 1,993 customers from 25 restaurants d...

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Topics & keywords

Topics
Keywords
  • Business
  • Marketing
  • Service (business)
  • Multilevel model
  • Employee motivation
  • Service quality
  • Customer service
  • Psychology
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