The Influence of Job Satisfaction, Organizational Commitment, & Perceptions of Equity/Fairness on Customer Service Interests

Authors

Sheri Daniel

Publication Date

5-2003

Advisor(s) - Committee Chair

Adrian Thomas, Betsy Shoenfelt, Reagan Brown

Comments

Access granted to WKU students, faculty and staff only.

After an extensive unsuccessful search for the author, this thesis is considered an orphan work, which may be protected by copyright. The inclusion of this orphan work on TopScholar does not guarantee that that orphan work may be used for any purpose and any use of the orphan work may subject the user to a claim of copyright infringement. The reproduction of this work is made by WKU without any purpose of direct or indirect commercial advantage and is made for purposes of preservation and research.

See also WKU Archives - Authorization for Use of Thesis, Special Project & Dissertation

Degree Program

Department of Psychology

Degree Type

Master of Arts

Abstract

The current study used archival data to examine the effects of six facets of job satisfaction, three components of organizational commitment, and perceptions of fairness on customer service interests for a sample of fast food employees. The combined effects of these variables were hypothesized and found to be more productive of customer service interests than the sum of their individual components. Gender and ethnicity were considered as two possible variables that may influence customer service interests, job satisfaction, organizational commitment and perceptions of fairness. The interaction between gender and ethnicity for the three components of commitment was significant, and the nature of the interaction was described. Further results revealed that satisfaction with the work itself, satisfaction with opportunities for promotion, satisfaction with supervision, satisfaction with co-workers, satisfaction with the job in general, affective commitment, normative commitment, and perceptions of fairness were variables that related to customer service interests. Implications of these findings and limitations of the current study were discussed.

Disciplines

Business | Human Resources Management | Industrial and Organizational Psychology | Performance Management | Psychology | Social and Behavioral Sciences

Recommended Citation

Daniel, Sheri, "The Influence of Job Satisfaction, Organizational Commitment, & Perceptions of Equity/Fairness on Customer Service Interests" (2003). Masters Theses & Specialist Projects. Paper 3452.
https://digitalcommons.wku.edu/theses/3452