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Does improving employee happiness affect customer outcomes? The current study attempts to answer this question by examining the impact of employee satisfaction trajectories (i.e., systematic changes in employee satisfaction) on customer outcomes. After accounting for employees' initial satisfaction levels, the analyses demonstrate the importance of employee satisfaction trajectories for customer satisfaction and repatronage intentions, as well as identify customer-employee contact as a necessary conduit for their effect. From a macro perspective, employee satisfaction trajectories strongly impact customer satisfaction for companies with significant employee-customer interaction, but not for companies without such interaction. From a micro perspective, employee satisfaction trajectories influence customer repatronage intentions for frequent customers, but not for infrequent customers. These effects are robust to controlling for previous customer evaluations and recent employee evaluations. Overall, these findings extend the dominant view of examining static, employee satisfaction levels and offer important implications for the management of the organizational frontline., Author(s): Jeremy S. Wolter [sup.1] , Dora Bock [sup.1] , Jeremy Mackey [sup.2] , Pei Xu [sup.3] , Jeffery S. Smith [sup.4] Author Affiliations: (Aff1) 0000 0001 2297 8753, grid.252546.2, [...]

Abstract Purpose--A literature review has revealed that a sales manager's transformational leadership has a positive impact on the job satisfaction of salespeople, while job satisfaction has significant influence on salespeople's [...]

An examination found that job satisfaction is positively associated with happiness, life satisfaction, positive affect, and the absence of negative affect. Other findings on the meta-analysis of the effect of job satisfaction to subjective well-being (SWB) are presented.

Byline: Nathan A. Bowling (1) Keywords: Job satisfaction; Extra-role behavior; Conscientiousness Abstract: Purpose Objective of this study was to examine conscientiousness as a moderator of the relationship between job satisfaction and extra-role behaviors. Design/methodology/approach The data were collected using a snowballing method from workers employed in a diverse set of occupations (N = 209). Findings The analyses provide support for the hypothesis that conscientiousness moderates the relationship between job satisfaction and extra-role behavior. Specifically, the study found evidence that job satisfaction yielded stronger relationships with personal industry and with counterproductive work behaviors (CWBs) among low-conscientiousness employees than among high-conscientiousness employees. Implications The current findings suggest several strategies that organizations could use to influence extra-role behavior. First, the main effects for conscientiousness suggest that organizational citizenship behaviors (OCBs) could be increased and that CWBs could be decreased by screening-out job applicants who are low in conscientiousness. The main effects for job satisfaction suggest that making the workplace more satisfying can also increase OCBs and decrease CWBs. Finally, the moderator analyses suggest that the favorable effects of job satisfaction are more likely to occur among low-conscientiousness employees than among high-conscientiousness employees. This latter finding suggests that organizational interventions aimed at impacting extra-role behavior by influencing job satisfaction are more likely to be effective among some employees than among others. Originality/value This study is among the first to examine the interactive effects of job satisfaction and conscientiousness on extra-role behavior. Although previous research has examined the main effects of these variables, few extra-role behavior studies have examined interactions between personality and job attitudes. Author Affiliation: (1) Department of Psychology, Wright State University, Dayton, OH, USA Article History: Registration Date: 29/08/2009 Online Date: 16/09/2009 Article note: Received and reviewed by former editor, George Neuman.

The current study proposes that personal need fulfillment (relatedness, generativity, identity, growth, and finances) predicts early and late retirement intentions. The personal needs of 160 full-time older employees were measured by personal goals, job satisfactions, job characteristics, and intrinsic motivation. Results suggest that the personal needs fulfilled by job employment remain important in retirement. The expectation for personal need fulfillment for identity, growth, and relatedness shifts from work to retirement for those who intend to retire early. The results are discussed in terms of the need for greater study of the relationship between expectations of personal need fulfillment, worker self-concept, and retirement decisions. doi: 10.2190/AG.69.4.b

The study examines the individual and organizational factors that affect turnover and employability orientation, and findings show that employability culture has a positive relationship with employability orientation but negative with employee turnover intention. Individual factors, such as career dissatisfaction, influence employees to leave their job.

Purpose: The purpose of this study was to test the effectiveness of a 12-month restorative care (ResCare) intervention on the beliefs related to Res-Care, knowledge of Res-Care, observed performance of Res-Care with residents, and job satisfaction among nursing assistants (NAs) in nursing home (NH) settings. Design and Methods: This was a randomized controlled trial including 12 sites and used a repeated measure design with follow-up testing done at 4 and 12 months. An intention-to-treat principle was followed in all analyses, and generalized estimating equations were used to perform repeated measures. A total of 556 NAs consented to participate and completed baseline assessments (265 in treatment and 258 in control sites), 427 completed 4-month follow-up (218 in treatment and 195 in control sites), and 357 completed 12-month follow-up (168 in treatment and 158 in control sites). Results: There was a statistically significant increase in the treatment group participants' outcome expectations related to Res-Care activities (p = .04) and performance of Res-Care (p < .001) at 4 months, and an increase in knowledge of Res-Care (p < .001) and job satisfaction (p < .001) at 12 months. There was no difference between the groups with regard to self-efficacy expectations. Implication: This study provides an important step in understanding the implementation of a Res-Care philosophy in NH settings and the benefit this can have for NAs. Key Words: Restorative care, Long-term care, Nursing assistants

Purpose: This study introduces the first National Nursing Assistant Survey (NNAS), a major advance in the data available about certified nursing assistants (CNAs) and a rich resource for evidence-based policy, practice, and applied research initiatives. We highlight potential uses of this new survey using select population estimates as examples of how the NNAS can be used to inform new policy directions. Design and Methods: The NNAS is a nationally representative survey of 3,017 CNAs working in nursing homes, who were interviewed by phone in 2004-2005. Key survey components are recruitment; education; training and licensure; job history; family life; management and supervision; client relations; organizational commitment and job satisfaction; workplace environment; work-related injuries; and demographics. Results: One in three CNAs received some kind of means-tested public assistance. More than half of CNAs incurred at least 1 work-related injury within the past year and almost one quarter were unable to work for at least 1 day due to the injury. Forty-two percent of uninsured CNAs cite not participating in their employer-sponsored insurance plan because they could not afford the plan. Years of experience do not translate into higher wages; CNAs with 10 or more years of experience averaged just $2/hr more than aides who started working in the field less than 1 year ago. Implications: This survey can be used to understand CNA workforce issues and challenges and to plan for sustainable solutions to stabilize this workforce. The NNAS can be linked to other existing data sets to examine more comprehensive and complex relationships among CNA, facility, resident, and community characteristics thereby expanding its usefulness. Key Words: Certified nursing assistants Direct care workers, Long-term care workforce, Nursing homes, National Nursing Assistant Survey

Employee turnover can have devastating effects on correctional facilities. Excessive turnover wastes recruiting and training dollars. In addition, high turnover rates may also directly affect the security of the institution as well as the safety of both staff and inmates. Thus this study surveyed correctional staff at a maximum security private prison to examine the impact of the work environment, personal characteristics, external employment opportunities, job satisfaction, and organizational commitment on turnover intent. The results of the multivariate ordinary least squares regression equations generally supported the proposed path model, and indicated age, job satisfaction, and organizational commitment directly influence turnover intent, whereas gender, job satisfaction, role conflict, role ambiguity, role overload, input into decision making, and organizational fairness indirectly affected employees' decisions to leave the job. Keywords: correctional staff; job satisfaction; organizational commitment; turnover intent

A model of unit-level absenteeism with job satisfaction, organizational commitment, and local unemployment as predictors is developed. Shared satisfaction and commitment interacted in predicting absenteeism, while unit-level satisfaction and commitment were more strongly related to absenteeism in areas with plentiful job alternatives.

Background: The psychosocial climate of inpatient units has proved to be related to both patient satisfaction and outcome. Aims: The aims of the study were twofold: to study the relationship between patient and staff satisfaction, and to study the relationship between the patients' perception of the treatment environment and the perceived working conditions of the staff. Method: A total of 129 different patients completed the Ward Atmosphere Scale (WAS) and a General Satisfaction Index (GSI) at 11 time points between 1981 and 2000. Staff members completed the Working Environment Scale-10 (WES-10) and the GSI. Z-scores were calculated to describe the fluctuations in the WAS, WES-10 and the GSI subscale scores. Results: The study revealed a strong correlation between patient satisfaction and staff satisfaction. Staff satisfaction correlated significantly with the WAS subscales of Practical orientation and Staff control. Furthermore, the study revealed a significant correlation between patient satisfaction and staff members' perception on the WES-10 subscale of Self-realization. Conclusion: This exploratory study revealed that the working conditions of staff are related to both patient satisfaction and the patients' perceptions of the treatment environment. A satisfactory working environment for psychiatric staff members seems important for the quality of care perceived by patients. Key words: mental health service, patient satisfaction, staff satisfaction, treatment environment

We compared the effects of different types of free-time activity on subjective and objective indices of sleep, recovery and well-being in an experimental field study. Twelve participants spent four consecutive evenings after work in each of three conditions: pursuing quiet leisure activities at home: undertaking active leisure pursuits: doing additional work. Ratings of rest and recuperation, and of satisfaction, were lowest in the additional work condition. There were few other differences between conditions. However, being satisfied with one's evening activities (regardless of which experimental condition was being undertaken) was associated with improved subsequent sleep (self-reported). Evening activities involving lower mental effort were also associated with better- rated sleep, as well as improved recuperation and fatigue the next day. It is concluded that the nature of activity per se may be less important than (1) whether the activity accords with individual preference and (2) the cumulative demands of daytime and evening activities. Keywords: Recovery; Fatigue; Sleep

The study aims to understand voluntary turnover and the effects of job satisfaction and unsolicited job efforts on voluntary turnover. The results indicate that ongoing job satisfaction has limited effects on voluntary turnover and the prevalence of unsolicited job offers did impact turnover decisions.

Do job attitudes cause performance, or is it the other way around? To answer this perennial question, the author conducted meta-analytic regression analyses on 16 studies that had repeatedly measured performance and job attitudes (i.e., job satisfaction or organizational commitment). The effect of job attitudes on subsequent performance, with baseline performance controlled, was weak bur statistically significant ([beta] = .06). The effect was slightly stronger for commitment than for satisfaction and depended negatively on time lag. Effects of performance on subsequent job attitudes were elusive ([beta] = .00 across all studies), which suggests that job attitudes are more likely to influence performance than vice versa. Keywords: job satisfaction, organizational commitment, performance, organizational citizenship behavior, meta-analysis

This national study identified factors that affect quitting intentions among nursing home social workers (NHSWs). The findings indicated that greater job involvement and lack of a negative outlook may enhance NHSWs' job satisfaction and organizational commitment and contribute to decreased job search and quitting intent. Also, respondents that experienced less stress and routinization in their work and reported greater amounts of autonomy, equity in pay and benefits, promotional opportunities, and coworker and supervisor support, had decreased levels of quitting intent and job search via greater job satisfaction and organizational commitment. The results imply that changes in job design and greater supervisory and coworker support may encourage NHSWs' retention, doi: 10.1300/J147v32n01_02 KEYWORDS. Turnover, job satisfaction, retention, nursing home social work

The influence of job satisfaction on labor turnover by gender is analyzed using data from the Swiss Household Panel in 1999 and 2000. Findings show that job satisfaction predicts labor turnover and oppose the claim that self-selection drives job satisfaction. The study showed that there is no evident difference in firm attachment between men and women.

A mathematical model is developed to help analyze the benefit in contact-center performance obtained from increasing employee (agent) retention, which is in turn obtained by increasing agent job satisfaction. The [...]

Professional and efficient public administration means competent, motivated, and neutral public officers, working in system and dedicated to service of public interests. Various schools of public administration have so far differed in their approach to civil servants' work motivation (e.g. Weber's and NMP approach). The goal of this study is to ascertain the work motivation and job satisfaction levels of Estonian higher officials, the factors influencing them (social-demographic as well as personal), and the ways of channeling them. The higher the work satisfaction, the less officials are motivated by material factors and good relations with their superiors. Stronger motivation comes from recognition and a sense of responsibility. All the average indicators of our Job Diagnostic Survey exceed the corresponding average results obtained in the USA, Finland, and Estonia. One notices a predominance of analyzer-type people among higher officials. The other predominant types are controller/analyzer and analyzer/controller. In the author's view, man is an open, self-organized system, the whose is to stay alive and protect his life. The principle of a motivational system on the individual level is to understand the subordinates and help them to cope with the environment. The principle of a motivational system on the organizational level is to create high-performance government organizations and to develop the organizational culture. Keywords: job satisfaction, motivation, performance-related pay, work enrichment

The role of job satisfaction and employee feelings of empowerment on service quality in a service industry is studied. It also includes an unprecedented analysis of the effects of the specific facets of job satisfaction on customer perceptions of service quality.

Work-family research frequently focuses on the conflict experienced by working mothers. Using data from the National Study of the Changing Workforce (N = 1,314), this study also examined work-family facilitation and working fathers. Ecological systems, family stress, family resilience, and sex role theories were used to organize the data and create hypotheses. Work-to-family facilitation was positively related to job satisfaction and life satisfaction, and negatively related to individual stress. Family-to-work facilitation was positively related to marital satisfaction, family satisfaction, and life satisfaction, and negatively related to organizational commitment. Working fathers reported long work hours (49 hours/week), major involvement in household responsibilities (46 hours/week), and a work culture less supportive of their family life than working mothers reported. However, working fathers reported less work-family conflict, less individual stress, and greater family satisfaction, marital satisfaction, and life satisfaction than working mothers. The results support including facilitation and gender in future work-family research. Keywords: job satisfaction; marital satisfaction; work and family; work-family conflict; work-family facilitation; working fathers; working mothers

This study determined whether work-family role combinations (i.e., work and elder care, work and child care, work and elder care and child care) and work-family culture significantly moderate the relationship between availability of workplace supports and job satisfaction. The data were obtained from the Families and Work Institute's 1997 archival data set, the National Study of the Changing Workforce (NCSW). As predicted, the relationship between availability of workplace supports and job satisfaction varied depending on the type of work-family role combinations and levels of work-family culture. Specifically, the relationship was significant for the elder care work-family role combination, in that higher levels of workplace supports in unsupportive work-family cultures were associated with the greatest levels of job satisfaction. In addition, it was found that a supportive work-family culture and an increase in workplace supports were related to a slight decrease in job satisfaction for the elder care work-family role combination. Keywords: job satisfaction; family-friendly benefits and policies; work-family culture; elder care; child care; sandwich generation

It is posited that the relationship between employee turnover and social identification is mediated by employee job satisfaction as the more specific assessment of one's working conditions and tasks. Illustrations verifying this hypothesis are presented.

Byline: Steven G. Rogelberg (1), Janet L. Barnes-Farrell (2), Victoria Creamer (3) Abstract: The achievement of customer satisfaction in service operations depends to a great extent on employee customer service behavior (CSB). In this study, 123 service providers (77% response rate) responded to a survey assessing service predisposition and job characteristics. Employees also completed a behaviorally based CSB measure developed after interviewing and surveying customers (n=96). Analyses suggest that job characteristics, alone, accounted for a significant amount of CSB variance. Job characteristics did not moderate the relationship between service predisposition and CSB. In contrast to previous work, service predisposition and CSB were not correlated. A service provider typology is presented to explain these findings. Author Affiliation: (1) Department of Psychology, Bowling Green State University, Bowling Green, Ohio, 43403 (2) University of Connecticut, USA (3) International Business Machines, USA Article History: Registration Date: 28/09/2004