Employee and customer perceptions of service in banks: Replication and extension.

Schneider, Benjamin, Bowen, David E.·1985·Journal of Applied Psychology
DOI 10.1037//0021-9010.70.3.423

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 another's turnover intentions. Results were discussed from the perspective of promoting an integration of consumer and organizational behavior in the service sector.

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    Bowen, David E., Ostroff, Cheri · 2004 · Academy of Management Review
  3. Enhancing the Effectiveness of Work Groups and Teams
    Kozlowski, Steve W.J., Ilgen, Daniel R. · 2006 · Psychological Science in the Public Interest
  4. rwg: an assessment of within-group interrater agreement
    James, Lawrence R., Demaree, Robert G., Wolf, Gerrit · 1993 · Journal of Applied Psychology
  5. The Challenge of Innovation Implementation
    Klein, Katherine J., Sorra, Joann Speer · 1996 · The Academy of Management Review

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CoChat. (2026). Citation check: Employee and customer perceptions of service in banks: Replication and extension. https://app.cochat.ai/papers/10.1037//0021-9010.70.3.423
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Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology. https://doi.org/10.1037//0021-9010.70.3.423

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