Date of Award
2014-01-01
Degree Name
Doctor of Philosophy
Department
International Business
Advisor(s)
Maria F. Wagstaff
Abstract
Drawing from social exchange theory (Blau, 1964) and affective event theory (Weiss & Cropanzano, 1996), this paper provides insight into how customers' perceived overall justice and customers' affect mediate the relationship between employee performance and customer satisfaction. The primary research question of the study was how employees' performance (task performance and organizational citizenship behaviors) indirectly influences customers' satisfaction. In addition, this study examined the moderating effect of types of exchange in the relationship between employee performance and customers' perceived overall justice. 151 dyadic surveys were collected from both customers and stylists in 5 beauty/hair salons. As expected, customers' positive affect mediated the relationship between organizational citizenship behavior and customer satisfaction. Also, social and economic exchange moderated the relationship between customers' perceived overall justice and customer satisfaction. Implications for theory and practice are discussed.
Language
en
Provenance
Received from ProQuest
Copyright Date
2014
File Size
212 pages
File Format
application/pdf
Rights Holder
Si Hyun Kim
Recommended Citation
Kim, Si Hyun, "A Social Exchange Perspective: The Mediating Effect Of Customers' Perceived Overall Justice And Affect In The Relationship Between Employee Performance And Customer Satisfaction" (2014). Open Access Theses & Dissertations. 1656.
https://scholarworks.utep.edu/open_etd/1656
Included in
Business Administration, Management, and Operations Commons, Management Sciences and Quantitative Methods Commons