Airline station performance as a function of employee satisfaction
Journal of Quality ManagementPublished 1 October 2001
Delbert M. Nebeker, Licia Busso, Philipp D Werenfels, Hamady Diallo, Agnieszka M. Czekajewski, Bernardo M. Ferdman
Citations48
Generate an AI Snapshot to get a quick, structured summary of this paper.
Study Snapshot
ObjectiveStudy objective
MethodsResearch methodology
PopulationPopulation studied
Sample sizeSample sizes
OutcomesStudy outcomes here
ResultsStudy results comes here
LimitationsResearch study limitations comes here
A concise AI-generated summary of the paper will appear here once you click Generate AI Snapshot.
Abstract
Is employee satisfaction linked to organizational performance and customer satisfaction? Satisfaction data from 12,842 employees at 60 airport stations and performance data of those stations were used to explore the relationship between satisfaction levels and airport station performance. Results indicate that traffic volume and some dimensions of employee satisfaction are related to performance, and that traffic volume and employee affective commitment interact in accounting for customer satisfaction.
Keywords
Health ProfessionsEconomics, Econometrics and FinanceBusiness, Management and Accounting
Psychological BulletinIntraclass correlations: Uses in assessing rater reliability.
23,020 Citations1979Patrick E. Shrout, Joseph L. Fleiss
Administrative Science QuarterlyHandbook of Industrial and Organizational Psychology.
12,139 Citations1977Tove Helland Hammer, John F. Anderson +7 more
PubMedZero defections: quality comes to services.
5,297 Citations1990Frederick F. Reichheld, W. Earl Sasser
Defection rates are not just a measure of service quality; they are also a guide for achieving it; by listening to the reasons why customers defect, managers learn exactly where the company is falling short and where to direct their resources.
Harvard business reviewPutting the Service-Profit Chain to Work
3,574 Citations1994James L. Heskett, Thomas O. Jones +3 more
Influence: the psychology of persuasion
2,620 Citations2007Robert B. Cialdini
Journal of Applied PsychologySafety climate in industrial organizations: Theoretical and applied implications.
2,494 Citations1980Dov Zohar
It was shown that there is an agreement among employees' perceptions regarding safety climate in their company and that the level of this climate is correlated with safety program effectiveness as judged by safety inspectors.
Psychological BulletinJob satisfaction and job performance: A meta-analysis.
1,393 Citations1985Michelle T. Iaffaldano, Paul M. Muchinsky
Journal of Applied PsychologyEmployee and customer perceptions of service in banks: Replication and extension.
1,301 Citations1985Benjamin Schneider, David E. Bowen
Journal of Applied PsychologyAntecedents and consequences of satisfaction and commitment in turnover models: A reanalysis using latent variable structural equation methods.
1,285 Citations1986Larry J. Williams, John T. Hazer
Academy of Management JournalA Causal Model of Turnover for Nurses.
980 Citations1981J. L. Price, Charles W. Mueller
Total effects on turnover were found to be the greatest for four determinants: intent to stay, opportunity, general training, and job satisfaction.
Academy of Management PerspectivesPutting people first for organizational success
770 Citations1999Jeffrey Pfeffer, John F. Veiga
Journal of Applied PsychologyDiscriminant validation of measures of job satisfaction, job involvement, and organizational commitment.
682 Citations1988Paul Brooke, Daniel W. Russell +1 more
Journal of Vocational BehaviorJob attachment, satisfaction, and turnover among public sector employees
368 Citations1978James L. Koch, Richard M. Steers
Organizational Behavior and Human PerformanceUnit performance, situational factors, and employee attitudes in spatially separated work units
305 Citations1974Richard T. Mowday, Lyman W. Porter +1 more
Journal of Vocational BehaviorA multiple study investigation of the dimensionality of job involvement
174 Citations1985Gary Blau
Review of Public Personnel AdministrationIncreasing Affective Organizational Commitment in Public Organizations
132 Citations1999Ronald C. Nyhan
Journal of Quality ManagementThe influence of human resource practices on empowerment and employee perceptions of management commitment to quality
95 Citations1999Larry W. Howard, S. Thomas Foster
Academy of Management ProceedingsRelationships Between Worker Behavior and Commitment to the Organization and Union.
77 Citations1984Erik Larson, Cynthia V. Fukami
Journal of Vocational BehaviorA test of the interactive effects of organizational commitment and job involvement on various types of absence
64 Citations1990John E. Mathieu, Stacey S. Kohler