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ERIC Number: EJ940141
Record Type: Journal
Publication Date: 2011
Pages: 20
Abstractor: As Provided
ISSN: ISSN-0898-5952
Employees as Customers: Exploring Service Climate, Employee Patronage, and Turnover
Abston, Kristie A.; Kupritz, Virginia W.
Performance Improvement Quarterly, v23 n4 p7-26 2011
The role of retail employees as customers was explored by quantitatively examining the influence of service climate and employee patronage on employee turnover intentions. Employees representing all shifts in two stores of a national retailer participated. Results indicated that employee patronage partially mediates the effects of service climate on employee turnover intentions. The findings suggest that employee patronage is a highly relevant organizational concept that warrants additional study. Practitioners may apply these findings in developing management and supervision training programs and designing employee selection and retention programs. Researchers may incorporate the variable of patronage when studying populations where employees can be external customers. Future research is necessary because the concept of employee patronage has not been adequately studied. (Contains 5 tables and 1 figure.)
John Wiley & Sons, Inc. 111 River Street, Hoboken, NJ 07030-5774. Tel: 800-825-7550; Tel: 201-748-6645; Fax: 201-748-6021; e-mail:; Web site:
Publication Type: Journal Articles; Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A