The relationship of customer satisfaction and service workers’ perceived control: Examination of three models
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 October 2002
Abstract
The study examined three models that suggested direct, mediated, and moderated relationships among personality and situational variables relating to the service provider and customer satisfaction. Questionnaires were administered to 151 service provider‐customer dyads. The results support the model describing a mediation by job‐related control of the relationship between organizational variables relating to the service provider, on the one hand, and customer satisfaction, on the other. The service provider’s trait control was found to contribute to the prediction of job‐related control over and above the contribution of the organizational variables. Trait control moderates the relationship between empowering leadership and job‐related control, such that the relationship is significant only when trait control is low.
Keywords
Citation
Yagil, D. (2002), "The relationship of customer satisfaction and service workers’ perceived control: Examination of three models", International Journal of Service Industry Management, Vol. 13 No. 4, pp. 382-398. https://doi.org/10.1108/09564230210445032
Publisher
:MCB UP Ltd
Copyright © 2002, MCB UP Limited