Psychology & Psychiatry Journal, August 8, 2009, Saturday

Copyright 2009 Psychology & Psychiatry Journal via VerticalNews.com
Psychology & Psychiatry Journal

August 8, 2009, Saturday

HEADLINE: APPLIED PSYCHOLOGY;
New applied psychology study findings reported from Cornell University

BODY:
According to recent research from the United States, "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. unit-level voluntary turnover rates are negatively related to service quality perceptions. The authors also examine potential boundary conditions related to the disruption framework," wrote J.P. Hausknecht and colleagues, Cornell University.

The researchers concluded: "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."

Hausknecht and colleagues published their study in the Journal of Applied Psychology (Unit-Level Voluntary Turnover Rates and Customer Service Quality: Implications of Group Cohesiveness, Newcomer Concentration, and Size. Journal of Applied Psychology, 2009;94(4):1068-1075).

For additional information, contact J.P. Hausknecht, Cornell University, Dept. of Human Resource Studies, School Ind & Labor Relat, 365 Ives Hall, Ithaca, NY 14853, USA.

Publisher contact information for the Journal of Applied Psychology is: American Psychological Association, 750 First St. NE, Washington, DC 20002-4242, USA.

Keywords: United States, Ithaca, Life Sciences, Psychology, Mental Health, Journal of Applied Psychology, Cor-nell University.

This article was prepared by Psychology & Psychiatry Journal editors from staff and other reports. Copyright 2009, Psychology & Psychiatry Journal via NewsRx.com.

LOAD-DATE: July 30, 2009