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• W11089830 abstract "Increasing and maintaining customer loyalty has been shown to enhance service firm profitability. This research focuses on the antecedents of customer loyalty in a largenational North American banking organisation, in particular the relationship between employee loyalty and customer loyalty, and further within the organisation, the antecedents of the employee loyalty-customer loyalty relationship. Thus the current research investigates the chain of events from managerial actions to customer loyalty with the aim of identifying relevant managerial practices and their influences within the organisation that lead to customer loyalty.The research provides tangible evidence supporting the importance of providingorganisational resources to increase employee loyalty as a means of increasing customerloyalty in service organisations. To achieve this goal, the study suggests that acomprehensive set of managerial practices will enhance an organisation's service climate,foster positive employee attitudes and behaviours in relation to service provision, thatimpact on employee loyalty, service quality, and ultimately customer loyalty. These practices include support provided by senior leadership, the provision of resources that facilitate effective work practices, a positive management orientation on customers, and the use of employee evaluation and remuneration based on service-oriented behaviours and attitudes. By instituting these managerial practices, management can increase employee perceptions of self-efficacy, employees' beliefs in the abilities to perform well in their jobs, increase employee satisfaction, which in turn drive employee loyalty.These managerial practices also enhance the favourable nature of the organisation'sservice climate so that customer perceptions of service quality are likely to be more positive.Overall the study provides evidence to support the existence of a chain of events frommanagerial actions to employee and customer loyalty intentions. Evidence also exists tosupport the relationship between employee loyalty and customer loyalty, so that higherlevels of loyalty within service a service organisation can potentially lead to higher levels of customer loyalty.The implications of the research are that management within service organisations canimpact customer loyalty by focussing directly on service delivery issues and by providing a favourable service climate. Managers can also influence employee beliefs about theirabilities to do their jobs and the level of satisfaction employees have within thoseorganisational roles.The study also suggests that a service organisation's service climate is an importantmechanism by which management can communicate to both employees and customers that a customer orientation is a primary managerial imperative. Finally, the study provides valuable insight into the processes by which employees perceive managerial orientation and support, and how those perceptions influence customer perceptions of service quality and impact on their loyalty intentions towards service organisations." @default.
• W11089830 created "2016-06-24" @default.
• W11089830 creator A5043271972 @default.
• W11089830 date "2005-01-01" @default.
• W11089830 modified "2023-09-23" @default.
• W11089830 title "The antecedents of the employee loyalty-customer loyalty relationship" @default.
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