Unit-level voluntary turnover rates and customer service quality: Implications of group cohesiveness, newcomer concentration, and size. | Zendy

John P. Hausknecht | Zendy; Charlie O. Trevor | Zendy; Michael J. Howard | Zendy

Open Access

Unit-level voluntary turnover rates and customer service quality: Implications of group cohesiveness, newcomer concentration, and size.

Author(s) -

John P. Hausknecht,

Charlie O. Trevor,

Michael J. Howard

Publication year - 2009

Publication title -

journal of applied psychology

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 6.522

H-Index - 284

eISSN - 1939-1854

pISSN - 0021-9010

DOI - 10.1037/a0015898

Subject(s) - group cohesiveness , turnover , affect (linguistics) , service (business) , service quality , psychology , unit (ring theory) , work (physics) , inventory turnover , tertiary sector of the economy , business , quality (philosophy) , perception , sample (material) , marketing , demographic economics , social psychology , economics , management , chemistry , engineering , finance , mechanical engineering , philosophy , mathematics education , communication , epistemology , chromatography , neuroscience , stock exchange

Despite substantial growth in the service industry and emerging work on turnover consequences, little research examines how unit-level turnover rates affect essential customer-related outcomes. The authors propose an operational disruption framework to explain why voluntary turnover impairs customers' service quality perceptions. On the basis of a sample of 75 work units and data from 5,631 employee surveys, 59,602 customer surveys, and organizational records, results indicate that unit-level voluntary turnover rates are negatively related to service quality perceptions. The authors also examine potential boundary conditions related to the disruption framework. Of 3 moderators studied (group cohesiveness, group size, and newcomer concentration), results show that turnover's negative effects on service quality are more pronounced in larger units and in those with a greater concentration of newcomers.

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