The role of individual differences versus situations has been debated throughout the history of organizational behavior research. Disposition researchers have argued that job satisfaction is to a great extent a product of personality, as individuals vary in their responses to the same situation. Oth
Dispositional Approach to Customer Satisfaction and Behavior
β Scribed by Gary N. Burns; Nathan A. Bowling
- Book ID
- 106403536
- Publisher
- Springer US
- Year
- 2009
- Tongue
- English
- Weight
- 230 KB
- Volume
- 25
- Category
- Article
- ISSN
- 0889-3268
No coin nor oath required. For personal study only.
π SIMILAR VOLUMES
The dispositional approach to job attitudes has played an important role in refocusing attention in organizational behavior on person factors, in addition to situational factors, as determinants of job attitudes and behaviors. I focus on what have been suggested as policy implications of research on
## Abstract This study investigates the role of the positive organizational behavior (POB) concept of emotional competence for the effective management of participants' affect in service encounters and customers' assessments about the encounter. We developed and tested a twoβlevel model in which se
As is the case in most other service industries, customer satisfaction is of paramount importance in the telecommunications industry. However, customer satisfaction management in the telecommunication industry is difficult because of the diversity of services and customer segments that exist. This d
## Abstract When customer familiarity increases, customer expertise is likely to increase. Although expertise is known to affect information processing in several ways, few studies have examined the effects of familiarity on customers' evaluations and behavioral intentions. In this study, it was fo
This paper readdresses the person-situation debate in organizational research. The wellknown arguments of Davis-Blake and Pfeffer (1989) are evaluated in light of research and theory that has transpired since the publication of their original critique. A new dispositional model of job satisfaction i