THE EFFECTS OF ORGANIZATIONAL REWARDS, PERCEIVED SUPERVISOR SUPPORT, AND PROCEDURAL FAIRNESS ON EMPLOYEE ATTITUDES AND CUSTOMER SERVICE OUTCOMES

File(s)
Date
2009-06Author
Hinschberger, Michael D.
Department
Psychology - Industrial/Organizational
Advisor(s)
Subramony, Mahesh
Metadata
Show full item recordAbstract
According to organizational support theory, employees develop global beliefs
regarding the degree to which their organization cares for their personal well-being and
values their contributions toward goals and objectives. As a result, due to the norm of
reciprocity, this perceived organizational support leads employees to feel an obligation to
exhibit attitudes and behaviors that will benefit the organization. The following study
explored the mediating effect of perceived organizational support on the relationship
between three known antecedents (procedural fairness, perceived supervisor support, and
organizational rewards) and employee attitudes; and the effect of employee attitudes on
service performance.
Results are consistent with organizational support theory in that favorable
perceptions of perceived organizational support lead employees to exhibit favorable
attitudes and behaviors such as commitment to the organization and organizational
citizenship behaviors. Contrary to previous research, organizational rewards were not
found to significantly predict perceived organizational support. The present study has
contributed to organizational support theory by utilizing a matched sample design which
allowed examination of relationships at the individual level.
Subject
Performance
Employee attitudes
Organizational behavior
Permanent Link
http://digital.library.wisc.edu/1793/46803Type
Thesis
Description
A Thesis Submitted In Partial Fulfillment of the Requirements For the Degree of
Master of Science-Psychology
Industrial/Organizational