article spc

23
Test of a service prot chain model in the retail banking sector Garry A. Gelade 1 * and Stephen Young 2 1 Business Analytic Ltd, London, UK 2 ISR Ltd, London, UK Research has shown that organ izational subunits where employ ee per ceptio ns are favourable enjoy superior business performance. The service prot chain model of business performance (Heskett, Sasser, & Schlesinger, 1997) has identied customer satisfaction as a critical intervening variable in this relationship. This paper examines the relationships between organizational climate, employee attitudes, customer satisfac- ti on, and sa les performance in the ret ai l-banking se ct or. The rol e of customer sat isf act ion as a mediator bet we en emp loy ee attitudes and sales performance is examined in a la rg e sample of bank branches, spanning multiple organiza ti ons. Mediation effects are found, which bor der on signicance when the sample size is large, but the effects seem to be too small to be of practical importance. It is argued that alternative formulations of the service prot chain model may provide more powerful explanations of the link between employee attitudes and business performance. Many organizations contain multiple subunits (‘business units’) that consume the same kinds of resources, and produce the same kinds of outputs. Examples of such business units are the stores of a retail chain, the plants of a manufacturing company, or the branches of a bank. The nancial health of an organization with multiple business units is critically dependent on effective performance at the business unit level, and it is, therefore, of major concern to identify the characteristics of effective and ineffective units. A number of researchers have found that revenue-based measures of business unit performa nc e, fo r example , sal es and pro tabil ity , are sig nicantly cor rel ated wit h employ ee s’ work-re lat ed per cep tio ns. The ev idence suggests tha t bus ine ss units in  wh ich emp loye es’ collective per ceptions are relatively fa vou rab le per form be tte r . (Colle cti ve perce pti ons are me asured by aggre gat ing ind ivi dua l per cep tions to the business unit level.) For example, Ryan, Schmit, and Johnson (1996) demonstrated that average levels of  job/company satisfaction, positive perceptions of teamwork and (lack of) stress in the branches of a nance company , are associated with superior market share, reduced debt The British Psychological Society 1  Journal of Occupational and Organizational Psychology (2005), 78, 1–22 q 2005 The British Psychological Society www.bpsjournals.co.uk 

Upload: avni-jiya

Post on 09-Apr-2018

221 views

Category:

Documents


0 download

TRANSCRIPT

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1322

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1422

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1522

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1622

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1722

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1822

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 1922

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2022

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2122

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222

872019 Article Spc

httpslidepdfcomreaderfullarticle-spc 2222