Human resource practices and customer satisfaction: Test of a multilevel model

Martinaityte, I, Sacramento, CA and Aryee, S (2015) Human resource practices and customer satisfaction: Test of a multilevel model In: Annual Meeting of the Academy of Management, 2015, 2015-08-07 - 2015-08-11, Vancouver, Canada.

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Abstract

Drawing on self-determination theory (SDT), we proposed and tested a multilevel model of how a strategically-focused high performance work system operates to influence customer satisfaction. Data were obtained from frontline employees, branch managers, and from branch records two organizations (retail bank and cosmetics) in Lithuania. Results of Multilevel Structural Equation Modeling (MSEM) analyses revealed support for our model. Specifically, unit-level HPWS influenced psychological need satisfaction through experienced HPWS, which provides the autonomous regulation that fosters creative process engagement. Furthermore, through a bottom-up process, creative process engagement relates to unit creative performance which, in turn, relates to customer satisfaction.

Item Type:	Conference or Workshop Item (Conference Paper)
Subjects :	Management
Divisions :	Surrey research (other units)
Authors :	Name Email ORCID Martinaityte, I Sacramento, CA Aryee, S s.aryee@surrey.ac.uk
Date :	January 2015
DOI :	10.5465/AMBPP.2015.13100abstract
Copyright Disclaimer :	Copyright © 2015 Academy of Management. Copyright of Academy of Management Journal is the property of Academy of Management and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder’s express written permission. However, users may print, download, or email articles for individual use.
Contributors :	Contribution Name Email ORCID publisher Academy of Management,
Uncontrolled Keywords :	Customer Satisfaction, High performance work systems, Self-Determination theory
Depositing User :	Symplectic Elements
Date Deposited :	16 May 2017 15:38
Last Modified :	23 Jan 2020 15:09
URI:	http://epubs.surrey.ac.uk/id/eprint/821024

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