An examination of service-related antecedents to retail store performance

Chester C. Borucki, Michael J. Burke

Research output: Contribution to journalArticle

160 Citations (Scopus)

Abstract

Using two waves of store financial data and survey data collected from 34,866 and 34,365 employees and 30,239 and 33,299 customers who shopped at 594 stores of a large U.S. retail company we tested path models relating importance of service to management, service climate variables, sales personnel service performance, and store financial performance. At the store-level of analysis, the results indicated that (a) importance of service to management does relate positively to service climate variables (b) service climate variables are predictive of sales personnel service performance, and (c) sales personnel service performance in turn is predictive of store financial performance. Issues concerning the generalizability of the present findings as well as the implications of these results for effectively managing the internal and external task environments of retail service organizations are discussed.

Original languageEnglish
Pages (from-to)943-962
Number of pages20
JournalJournal of Organizational Behavior
Volume20
Issue number6
Publication statusPublished - Nov 1999
Externally publishedYes

Fingerprint

Climate
examination
performance
sales
personnel
climate
Service performance
Personnel
Retail stores
Service climate
management
Financial performance
customer
employee

ASJC Scopus subject areas

  • Organizational Behavior and Human Resource Management
  • Psychology(all)
  • Applied Psychology

Cite this

An examination of service-related antecedents to retail store performance. / Borucki, Chester C.; Burke, Michael J.

In: Journal of Organizational Behavior, Vol. 20, No. 6, 11.1999, p. 943-962.

Research output: Contribution to journalArticle

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