Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

 
INTRODUCTION AND BACKGROUND 
The 
human factor
in service delivery remains one of the great challenges for service managers. It is 
therefore useful for managers to identify elements of a work environment, as perceived by employees, which are 
linked to critically important organizational outcomes in order to then be more strategic in specific aspects of people 
management. A body of research known as 
linkage research 
examines these links (e.g., Johnson, 1996; Schneider, 
White, & Paul, 1998; Wiley & Brooks, 2000). Linkage research examines the relationship between how employees 
describe their work environments against critically important performance success factors. Early linkage research 
studies were performed in connection with service climate research and confirmed direct correlates between 
employees and customers (Schneider & Bowen, 1985; Schneider, Parkington, & Buxton, 1980). It was concluded 
that management could apply a more 
indirect approach
to managing employee-customer interactions by focusing on 
aspects of the atmosphere or climate that provide the circumstances to encourage service-minded behavior.
One consideration which has received little or no attention in relation to important links between employee 
perceptions and customer outcomes is the notion of groups – and how affiliation and attachment to social and work 
related groups affects the way employees think, feel and behave (Haslam, 2004). The ways in which workers 
identify within the context of their work groups have been shown to play a role in their subsequent attitudes and 
behaviors (Ashforth & Mael, 1989; Haslam, 2004). This paper hypothesizes an important role for employee group 
identification in the study and management of service enterprises and particularly in the understanding and more 
effective management of employee-customer interactions. The purpose of this paper is to introduce a conceptual 
framework that incorporates employee identification as a useful and important measure for predicting and managing 
customer service outcomes in a hotel setting.