Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors
Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors
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DOI：
10.1016/s0022-4359(97)90014-2
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发表时间：
1997-03-01
影响因子：
10
通讯作者：
Brown, SW
中科院分区：
文献类型：
--
作者：
Bettencourt, LA;Brown, SW
联系员工传达公司的承诺，为公司创造形象，销售公司的服务。领先的公司和学者提出了这些雇员的公平待遇和卓越的服务提供之间可能存在的关系。然而，这一重要命题缺乏的不仅仅是轶事证据。实证调查提供了支持接触员工公平感知和他们的亲社会服务行为（客户服务行为和与同事的合作）和工作满意度之间的正相关关系。工作监督的公平性、薪酬和晋升规则以及主管对这些规则的管理成为联系人员工亲社会服务行为和工作满意度的关键预测因素。本文最后讨论了研究和管理的影响。
Contact employees deliver the promises of the firm, create an image for the firm and sell the firm's services. Leading firms and scholars propose a possible relationship between the fair treatment of these employees and excellence in service delivery. This important proposition, however, lacks much more than anecdotal evidence. An empirical investigation is presented which offers support for positive relationships between contact employee fairness perceptions and their prosocial service behaviors (customer service behaviors and cooperation with fellow employees) and job satisfaction. Fairness of job supervision, pay and promotion rules and supervisor administration of these rules emerge as the key predictors of contact employee prosocial service behaviors and job satisfaction. The paper concludes with a discussion of research and managerial implications.