ATTITUDES AND EFFECTIVENESS: EXAMINING RELATIONS AT AN ORGANIZATIONAL LEVEL
Article first published online: 7 DEC 2006
Volume 49, Issue 4, pages 853–882, December 1996
How to Cite
RYAN, A. M., SCHMIT, M. J. and JOHNSON, R. (1996), ATTITUDES AND EFFECTIVENESS: EXAMINING RELATIONS AT AN ORGANIZATIONAL LEVEL. Personnel Psychology, 49: 853–882. doi: 10.1111/j.1744-6570.1996.tb02452.x
- Issue published online: 7 DEC 2006
- Article first published online: 7 DEC 2006
Recent evidence has suggested that attitudes-organizational effectiveness relations may exist. Relations between employee attitudes, organizational unit performance, customer satisfaction, and turnover were examined at the branch level for a large automobile finance company. Using data from 142 branches in 2 consecutive years, several significant relations between attitude factors and performance were observed. In addition, causal analyses conducted at the branch level suggested that customer satisfaction led to employee attitudes, rather than the opposite. Additional analyses to explain this result suggested that economic conditions and related factors might be the causal mechanism at the aggregated level. Other potential interpretations of these findings and caveats about generalizing organizational-level findings to the individual level are discussed.