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- W2134973854 abstract "The authors proposed and tested a model linking service-employee attrition, customer-perceived service outcomes, and financial performance utilizing time-lagged data obtained from 64 business units of a temporary help services (staffing) firm. Using the notion of relational assets, the authors predicted that employee attrition (both voluntary turnover and downsizing) would disrupt the existing stock of relationships between customer-facing employees and their customers, which would have negative effects on customer outcomes and future financial performance of business units. The authors found that (a) the relationship between voluntary turnover and customer-perceived service brand image (SBI) was fully mediated by customers’ evaluations of service delivery, (b) the relationship between downsizing and SBI was fully mediated by the customer orientation levels of the unit staff, and (c) SBI significantly predicted future unit profitability. These findings point to critical factors that leaders must address when experiencing elevated levels of turnover or considering downsizing. These include focusing on developing customer orientation levels among employees through the effective use of selection, training, performance management, and compensation, minimizing employee voluntary turnover by creating positive work environments, and factoring in the long-term costs of downsizing on the organization’s SBI and future profitability." @default.
- W2134973854 created "2016-06-24" @default.
- W2134973854 creator A5051217376 @default.
- W2134973854 creator A5060203435 @default.
- W2134973854 date "2012-07-24" @default.
- W2134973854 modified "2023-09-29" @default.
- W2134973854 title "The Long-Term Influence of Service Employee Attrition on Customer Outcomes and Profits" @default.
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- W2134973854 doi "https://doi.org/10.1177/1094670512452792" @default.
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