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A reconceptualisation of the satisfaction‐service performance thesis

Alan Wilson (Professor of Marketing at the University of Strathclyde, Glasgow, UK)
Jacob Frimpong (Professor of Marketing at the University of Strathclyde, Glasgow, UK)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 October 2004

Abstract

The hypothesis that job satisfaction affects employee performance or favourable service behaviours could be considered a well‐worn topic. However, this paper shows that the extant literature has not adequately conceptualised nor addressed the complex relationship which could exist between employee satisfaction and service performance quality. Indeed, some studies appear to challenge this almost axiomatic view. This paper, therefore, considers the literature on “the job satisfaction‐service performance/quality thesis” and proposes a new model which reconceptualises the relationship between the two constructs. Suggestions for service practitioners, as well as new ways in which the thesis could be further tested, are also provided.

Keywords

Citation

Wilson, A. and Frimpong, J. (2004), "A reconceptualisation of the satisfaction‐service performance thesis", Journal of Services Marketing, Vol. 18 No. 6, pp. 471-481. https://doi.org/10.1108/08876040410557258

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited