Unit-Level Voluntary Turnover Rates and Customer Service Quality: Implications of Group Cohesiveness, Newcomer Concentration, and Size
Despite substantial growth in the service industry and emerging work on turnover consequences, little research examines how unit-level turnover rates affect essential customer-related outcomes. The authors propose an operational disruption framework to explain why voluntary turnover impairs customer...
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| Veröffentlicht in: | Journal of applied psychology 2009-07, Vol.94 (4), p.1068-1075 |
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| container_title | Journal of applied psychology |
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| creator | Hausknecht, John P Trevor, Charlie O Howard, Michael J |
| description | Despite substantial growth in the service industry and emerging work on turnover consequences, little research examines how unit-level turnover rates affect essential customer-related outcomes. The authors propose an operational disruption framework to explain why voluntary turnover impairs customers' service quality perceptions. On the basis of a sample of 75 work units and data from 5,631 employee surveys, 59,602 customer surveys, and organizational records, results indicate that unit-level voluntary turnover rates are negatively related to service quality perceptions. The authors also examine potential boundary conditions related to the disruption framework. Of 3 moderators studied (group cohesiveness, group size, and newcomer concentration), results show that turnover's negative effects on service quality are more pronounced in larger units and in those with a greater concentration of newcomers. |
| doi_str_mv | 10.1037/a0015898 |
| format | Article |
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J</contributor><creatorcontrib>Hausknecht, John P ; Trevor, Charlie O ; Howard, Michael J ; Kozlowski, Steve W. J</creatorcontrib><description>Despite substantial growth in the service industry and emerging work on turnover consequences, little research examines how unit-level turnover rates affect essential customer-related outcomes. The authors propose an operational disruption framework to explain why voluntary turnover impairs customers' service quality perceptions. On the basis of a sample of 75 work units and data from 5,631 employee surveys, 59,602 customer surveys, and organizational records, results indicate that unit-level voluntary turnover rates are negatively related to service quality perceptions. The authors also examine potential boundary conditions related to the disruption framework. Of 3 moderators studied (group cohesiveness, group size, and newcomer concentration), results show that turnover's negative effects on service quality are more pronounced in larger units and in those with a greater concentration of newcomers.</description><identifier>ISSN: 0021-9010</identifier><identifier>EISSN: 1939-1854</identifier><identifier>DOI: 10.1037/a0015898</identifier><identifier>PMID: 19594245</identifier><identifier>CODEN: JAPGBP</identifier><language>eng</language><publisher>Washington, DC: American Psychological Association</publisher><subject>Applied psychology ; Biological and medical sciences ; Concentration ; Consumer Behavior ; Customer service ; Customer services ; Data analysis ; Employee Turnover ; Fundamental and applied biological sciences. Psychology ; Group Cohesion ; Group cohesiveness ; Group dynamics ; Group Processes ; Group Size ; Group Structure ; Human ; Humans ; Job Satisfaction ; Newcomers ; Occupational psychology ; Occupational Tenure ; Organizational Culture ; Organizational Objectives ; Perceptions ; Personnel Selection ; Personnel Turnover ; Psychological effects ; Psychology. Psychoanalysis. Psychiatry ; Psychology. Psychophysiology ; Quality of service ; Quality of Services ; Service industry ; Social Identification ; Socialization ; Studies ; Surveys and Questionnaires ; Turnover ; Work condition. Job performance. 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J</contributor><creatorcontrib>Hausknecht, John P</creatorcontrib><creatorcontrib>Trevor, Charlie O</creatorcontrib><creatorcontrib>Howard, Michael J</creatorcontrib><title>Unit-Level Voluntary Turnover Rates and Customer Service Quality: Implications of Group Cohesiveness, Newcomer Concentration, and Size</title><title>Journal of applied psychology</title><addtitle>J Appl Psychol</addtitle><description>Despite substantial growth in the service industry and emerging work on turnover consequences, little research examines how unit-level turnover rates affect essential customer-related outcomes. The authors propose an operational disruption framework to explain why voluntary turnover impairs customers' service quality perceptions. On the basis of a sample of 75 work units and data from 5,631 employee surveys, 59,602 customer surveys, and organizational records, results indicate that unit-level voluntary turnover rates are negatively related to service quality perceptions. The authors also examine potential boundary conditions related to the disruption framework. Of 3 moderators studied (group cohesiveness, group size, and newcomer concentration), results show that turnover's negative effects on service quality are more pronounced in larger units and in those with a greater concentration of newcomers.</description><subject>Applied psychology</subject><subject>Biological and medical sciences</subject><subject>Concentration</subject><subject>Consumer Behavior</subject><subject>Customer service</subject><subject>Customer services</subject><subject>Data analysis</subject><subject>Employee Turnover</subject><subject>Fundamental and applied biological sciences. Psychology</subject><subject>Group Cohesion</subject><subject>Group cohesiveness</subject><subject>Group dynamics</subject><subject>Group Processes</subject><subject>Group Size</subject><subject>Group Structure</subject><subject>Human</subject><subject>Humans</subject><subject>Job Satisfaction</subject><subject>Newcomers</subject><subject>Occupational psychology</subject><subject>Occupational Tenure</subject><subject>Organizational Culture</subject><subject>Organizational Objectives</subject><subject>Perceptions</subject><subject>Personnel Selection</subject><subject>Personnel Turnover</subject><subject>Psychological effects</subject><subject>Psychology. Psychoanalysis. Psychiatry</subject><subject>Psychology. Psychophysiology</subject><subject>Quality of service</subject><subject>Quality of Services</subject><subject>Service industry</subject><subject>Social Identification</subject><subject>Socialization</subject><subject>Studies</subject><subject>Surveys and Questionnaires</subject><subject>Turnover</subject><subject>Work condition. Job performance. 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| ispartof | Journal of applied psychology, 2009-07, Vol.94 (4), p.1068-1075 |
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| source | Applied Social Sciences Index & Abstracts (ASSIA); MEDLINE; EBSCOhost APA PsycARTICLES |
| subjects | Applied psychology Biological and medical sciences Concentration Consumer Behavior Customer service Customer services Data analysis Employee Turnover Fundamental and applied biological sciences. Psychology Group Cohesion Group cohesiveness Group dynamics Group Processes Group Size Group Structure Human Humans Job Satisfaction Newcomers Occupational psychology Occupational Tenure Organizational Culture Organizational Objectives Perceptions Personnel Selection Personnel Turnover Psychological effects Psychology. Psychoanalysis. Psychiatry Psychology. Psychophysiology Quality of service Quality of Services Service industry Social Identification Socialization Studies Surveys and Questionnaires Turnover Work condition. Job performance. Stress |
| title | Unit-Level Voluntary Turnover Rates and Customer Service Quality: Implications of Group Cohesiveness, Newcomer Concentration, and Size |
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