An examination of service-related antecedents to retail store performance

Chester C. Borucki, Michael J. Burke

Research output: Contribution to journalArticlepeer-review

170 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
DOIs
Publication statusPublished - Nov 1999

ASJC Scopus subject areas

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

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