The Relationship of Employee Perceptions of Organizational Climate to Business-Unit Outcomes: An MPLS Approach
Vanderbilt University - Statistics
Timothy L. Keiningham
Ipsos Loyalty - North America
Kiersten M. Maryott
Virginia Commonwealth University - School of Business
July 15, 2008
Journal of Service Research, Forthcoming
There has been an extensive exploration of how organizational climate is related to various business outcomes, but these studies have generally examined outcomes separately or developed univariate measures that combine outcomes. These approaches fail to (a) accommodate the multivariate character of important business results, and (b) facilitate the firm's need to achieve success on several dimensions. This research proposes a methodological approach new to the service domain to address these issues. Using data from a large, multi-national retail grocery superstore based in continental Western Europe, this study illustrates how multivariate partial least squares (MPLS) models can be used. MPLS provides three interpretable factors - Overall Organization Climate, Self Efficacy versus Leader's Efficacy and Personal Empowerment versus Management Facilitation of - climate that are important predictors of three business outcomes: employee retention, customer satisfaction, and scaled revenue. The use of the MPLS approach in other services domains is also explored.
Number of Pages in PDF File: 49
Keywords: Employee Perceptions, Organizational Climate, Employee Turnover, Customer Satisfaction, Financial Performance, Multivariate Partial Least SquaresAccepted Paper Series
Date posted: July 18, 2006 ; Last revised: November 19, 2012
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