Although the service-profit chain posits that employees and customers are interrelated at the unit level (Heskett, Sasser, & Schlesinger, 1997), most theory and practice give primary emphasis to the employee. In this study, we sought to draw attention to the relatively neglected influence that customers may collectively have on employees. Specifically, we examined how collective customer perceptions of service quality relate to collective employee job satisfaction, service climate, and collective turnover (voluntary and involuntary). Using a sample of 294 bank branches, 1,975 employees, and 52,920 customers, modeled at the branch level over 2 years, we found that collective customer perceptions of service quality produced a stronger effect on collective employee job satisfaction and service climate than vice versa. We also provided the first tests demonstrating that collective customer perceptions of service quality significantly and independently influence collective voluntary turnover, even while simultaneously modeling collective employee job satisfaction and service climate. Further, we showed that the effects of collective turnover (voluntary and involuntary) are primarily related to collective customer perceptions and service climate, but through different paths. Although the turnover base rates are modest, these empirical findings highlight the role that collective customer perceptions can have in shaping collective employee attitudes, climate, and turnover and, thus, should be considered and replicated in future theory and research. (PsycINFO Database Record (c) 2020 APA, all rights reserved).

中文翻译：

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集体客户认知在塑造集体员工满意度、服务氛围、自愿离职和非自愿离职方面被忽视的作用：警告。

尽管服务利润链假定员工和客户在单位层面是相互关联的（Heskett、Sasser 和 Schlesinger，1997），但大多数理论和实践都将重点放在员工身上。在这项研究中，我们试图引起人们对客户可能集体对员工产生的相对被忽视的影响的关注。具体而言，我们研究了客户对服务质量的集体看法与集体员工工作满意度、服务氛围和集体离职（自愿和非自愿）之间的关系。使用 294 家银行分行、1,975 名员工和 52,920 名客户的样本，在分行层面进行了 2 年的建模，我们发现客户对服务质量的集体感知对集体员工的工作满意度和服务氛围产生的影响大于反之亦然。我们还提供了第一个测试，证明集体客户对服务质量的看法显着且独立地影响集体自愿离职，即使同时对集体员工工作满意度和服务氛围进行建模。此外，我们表明集体离职（自愿和非自愿）的影响主要与集体客户感知和服务环境有关，但通过不同的途径。尽管离职率基数不大，但这些实证研究结果突出了集体客户认知在塑造集体员工态度、气候和离职率方面的作用，因此应在未来的理论和研究中加以考虑和复制。（PsycINFO 数据库记录 (c) 2020 APA，保留所有权利）。