Accession Number:

ADA148907

Title:

Employee and Customer Perceptions of Service in Banks: Replication and Extension.

Descriptive Note:

Technical rept.,

Corporate Author:

MARYLAND UNIV COLLEGE PARK DEPT OF PSYCHOLOGY

Personal Author(s):

Report Date:

1984-10-01

Pagination or Media Count:

36.0

Abstract:

Survey data from 142 employees and 968 customers from 28 branches of a bank were analyzed with the following results 1 Moderate support was found for previous work on correlates of role stress for boundary role employees and good support was found for relationships between branch employees and branch customers service perceptions and attitudes 2 Some significant relationships were reported between branch employees perceptions of organizational human resources practices and branch customers attitudes about service and 3 employee attitudes and customer attitudes were related to their own and one anothers turnover intentions. Results were discussed from the perspective of promoting an integration of consumer and organizational behavior in the service sector.

Subject Categories:

  • Psychology
  • Personnel Management and Labor Relations

Distribution Statement:

APPROVED FOR PUBLIC RELEASE