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Cited by 1,277

The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.

THE EFFECTS OF EMPLOYEE SATISFACTION, ORGANIZATIONAL CITIZENSHIP BEHAVIOR, AND TURNOVER ON ORGANIZATIONAL EFFECTIVENESS: A UNIT‐LEVEL, LONGITUDINAL STUDY

KOYS, DANIEL J.·2001·Personnel Psychology
DOI 10.1111/j.1744-6570.2001.tb00087.x
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Abstract

This study addresses the issue of whether positive employee attitudes and behaviors influence business outcomes or whether positive business outcomes influence positive employee attitudes and behaviors. We hypothesize that employee satisfaction, organizational citizenship behavior, and employee turnover influence profitability and customer satisfaction. Data were gathered from the units of a regional restaurant chain via employee surveys, manager surveys, customer surveys, and organizational records. Cross‐lagged regression analyses show that employee attitudes and behaviors at Time 1 are related to organizational effectiveness at Time 2. Additional cross‐lagged regression analyses show no significant relationship between organizational effectiveness at Time 1 and the employee attitudes and behaviors at Time 2. These results add to the evidence that HR outcomes influence business outcomes, rather than the other way around.

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Show all 4 references

Research works printed but not linked: 25

  1. 10.2307/256705 · DOI · Paper page
  2. Blau P., 1964, Exchange and power in social life
  3. BurlesonA.(1997).The service profit chain: An investigation of the linkages between employees customers and organizational profitability.Unpublished doctoral dissertation DePaul University Chicago IL.
  4. 10.2307/256718 · DOI
  5. Foodservice Research Forum, 1997, Industry of choice
  6. Heskett JL, 1997, The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value
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  9. 10.1007/BF01419445 · DOI · Paper page
  10. Morrison EW., 1995, Organizational citizenship behavior as a critical link between HRM practices and service quality, Human Resource Management, 35, 493, 10.1002/(SICI)1099-050X(199624)35:4<493::AID-HRM4>3.0.CO;2-R · DOI
  11. 10.2307/256591 · DOI
  12. Organ DW., 1988, Organizational citizenship behavior
  13. 10.1037/0021-9010.74.1.157 · DOI · Paper page
  14. 10.1111/j.1744-6570.1995.tb01781.x · DOI · Paper page
  15. Ostroff C., 1992, The relationship between satisfaction, attitudes, and performance: An organizational‐level analysis, Journal of Applied Psychology, 77, 963, 10.1037/0021-9010.77.6.963 · DOI
  16. 10.1037/0021-9010.82.2.262 · DOI
  17. 10.1177/002224379403100303 · DOI
  18. Rucci AJ, 1998, The employee‐customer‐profit chain at Sears, Harvard Business Review, 76, 82
  19. 10.1111/j.1744-6570.1996.tb02452.x · DOI
  20. 10.1037/0021-9010.70.3.423 · DOI · Paper page
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  22. 10.1037/0021-9010.83.2.150 · DOI
  23. 10.2307/256928 · DOI
  24. Ulrich D, 1991, Employee and customer attachment: Synergies for competitive advantage, Human Resource Planning, 14, 89
  25. WalzSM NiehoffBP.(1996).Organizational citizenship behaviors and their effect on organizational effectiveness in limited‐menu restaurants.Academy of Management Best Paper Proceedings 307–311. · DOI

Cited by

Metadata

Authors
KOYS, D. J.
Venue
Personnel Psychology
Publisher
Wiley
Published
2001-03
Volume
54
Issue
1
Pages
101-114
ISSN
  • 0031-5826 (ISSN-L)
  • 1744-6570
DOI
10.1111/j.1744-6570.2001.tb00087.x
OpenAlex
W2054318868
Cited by
1,277
References
4
FWCI
35.84
Type
journal article
Language
en
Open access
closed
Licence
onlinelibrary.wiley.com/termsAndConditions#vor (vor, 2107 d)

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