IDEAS home Printed from https://ideas.repec.org/a/cup/jomorg/v14y2008i02p168-179_00.html
   My bibliography  Save this article

Service staff attitudes, organisational practices and performance drivers

Author

Listed:
  • Beatson, Amanda
  • Lings, Ian
  • Gudergan, Siegfried P

Abstract

We provide conceptual and empirical insights elucidating how organisational practices influence service staff attitudes and behaviours and how the latter set affects organisational performance drivers. Our analyses suggest that service organisations can enhance their performance by putting in place strategies and practices that strengthen the service-oriented behaviours of their employees and reduce their intentions to leave the organisation. Improved performance is accomplished through both the delivery of high quality services (enhancing organisational effectiveness) and the maintenance of front-line staff (increasing organisational efficiency). Specifically, service-oriented business strategies in the form of organisational-level service orientation and practices in the form of training directly influence the manifest service-oriented behaviours of staff. Training also indirectly affects the intention of front-line staff to leave the organisation; it increases job satisfaction, which, in turn has an impact on affective commitment. Both affective and instrumental commitment were hypothesised to reduce the intentions of front-line staff to leave the organisation, however only affective commitment had a significant effect.

Suggested Citation

  • Beatson, Amanda & Lings, Ian & Gudergan, Siegfried P, 2008. "Service staff attitudes, organisational practices and performance drivers," Journal of Management & Organization, Cambridge University Press, vol. 14(2), pages 168-179, May.
  • Handle: RePEc:cup:jomorg:v:14:y:2008:i:02:p:168-179_00
    as

    Download full text from publisher

    File URL: https://www.cambridge.org/core/product/identifier/S1833367200003370/type/journal_article
    File Function: link to article abstract page
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Angela Carradus & Ricardo Zozimo & Allan Discua Cruz, 2020. "Exploring a Faith-Led Open-Systems Perspective of Stewardship in Family Businesses," Journal of Business Ethics, Springer, vol. 163(4), pages 701-714, May.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:cup:jomorg:v:14:y:2008:i:02:p:168-179_00. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Kirk Stebbing (email available below). General contact details of provider: https://www.cambridge.org/jmo .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.