Purpose – The objective of this paper is to test a selection of hypothesized relationships between: employees' perceived service quality; employees' turnover intentions; role clarity; and empowerment and coaching.
Design/methodology/approach – Drawing from theory, this paper develops a set of hypothesized relationships. The data collection is based on a survey with a sample of 1,076 frontline employees in service organizations.
Findings – There are indications that employees' perceived service quality has a direct negative effect on employees' turnover intentions. The effect of empowerment, coaching, and role clarity on turnover intention appears to be mediated through employees' perceived service quality.
Research limitations/implications – This study is limited to a selection of variables related to employees' turnover intentions. Future research may focus on testing other variables that may be related to employees' turnover intentions.
Practical implications – This study stresses the importance for managers in service organizations to measure employees' perceived service quality. The results show that there are both direct and indirect relationships to employees' turnover intentions. The conclusion is that employees' perceived service quality is an important consideration with respect to employee-turnover management.
Originality/value – This study has developed and tested a set of hypothesized relationships in the field of service management.
Førsteamanuensis Terje Slåtten har vunnet forskningspris, 2012 Awards for Excellence, for beste artikkel i det internasjonale forskningstidsskriftet Personnel Review.
Artikkelen "Service quality and turnover intentions as perceived by employees: Antecedents and consequences" er skrevet i samarbeid med førsteamanuensis Sander Sværi og professor Göran Svensson som begge jobber ved markedshøyskolen.
Forskningsprisen ble vunnet i konkurranse med samtlige artikler som ble publisert i tidsskriftet Personnel Review iløpet av hele året 2011. Prisen tildeles av Emerald.
Angående pristildelingen står det følgende fra Emerald:
"Every year Emerald invites each journal’s Editorial Team to nominate what they believe has been that title’s Outstanding Paper and up to three Highly Commended Papers from the previous 12 months. Your paper has been included among these and I am pleased to inform you that your article entitled “Service quality and turnover intentions as perceived by employees: Antecedents and consequences” published in Personnel Review has been chosen as a Highly Commended Award Winner at the Literati Network Awards for Excellence 2012.
The award winning papers are chosen following consultation amongst the journal’s Editorial Team, many of whom are eminent academics or managers. Your paper has been selected as it was one of the most impressive pieces of work the team has seen throughout 2011."