Influences of organizational investments in social capital on service employee commitment and performance

Alexander E. Ellinger, Carolyn Casey Findley Musgrove, Andrea D. Ellinger, Daniel G. Bachrach, Ayşe Banu Elmadaǧ Baş, Yu-Lin Wang

Research output: Contribution to journalArticle

28 Citations (Scopus)

Abstract

Improving customers' service experiences by identifying ways to develop organizational cultures that better motivate and engage service employees is an important issue for service organizations and a top priority in services research. However, extant services research focuses far more on managing customer relationships than on the dynamics of effectively supporting and developing the service personnel who interact with customers. This study assesses the influence of an organizational human resource developmental initiative on service employees. The authors utilize social capital theory and the theory of reasoned action to propose and test a model that examines relationships between organizational investments in social capital and service employees' work-related attitudes, norms, and behaviors. Results from a field study of 407 customer-facing employees from multiple service organizations suggest that making organizational investments in social capital favorably influences service employees' commitment, job performance, and organizational citizenship behavior.

Original languageEnglish
Pages (from-to)1124-1133
Number of pages10
JournalJournal of Business Research
Volume66
Issue number8
DOIs
Publication statusPublished - 2013 Aug 1

Fingerprint

Employee commitment
Employee performance
Service employees
Social capital
Service organization
Service experience
Employees
Job performance
Customer relationship
Customer service
Organizational citizenship behavior
Social services
Theory of reasoned action
Social capital theory
Personnel
Human resources
Field study
Organizational culture

All Science Journal Classification (ASJC) codes

  • Marketing

Cite this

Ellinger, Alexander E. ; Musgrove, Carolyn Casey Findley ; Ellinger, Andrea D. ; Bachrach, Daniel G. ; Elmadaǧ Baş, Ayşe Banu ; Wang, Yu-Lin. / Influences of organizational investments in social capital on service employee commitment and performance. In: Journal of Business Research. 2013 ; Vol. 66, No. 8. pp. 1124-1133.
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Influences of organizational investments in social capital on service employee commitment and performance. / Ellinger, Alexander E.; Musgrove, Carolyn Casey Findley; Ellinger, Andrea D.; Bachrach, Daniel G.; Elmadaǧ Baş, Ayşe Banu; Wang, Yu-Lin.

In: Journal of Business Research, Vol. 66, No. 8, 01.08.2013, p. 1124-1133.

Research output: Contribution to journalArticle

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