Publication Date



This research examined organizational commitment and customer focus as mediators between HR practices and customer satisfaction of seventy-one work units from twenty-five business units from a single firm in the food service industry. Customer satisfaction was assessed by ratings from multiple customers eighteen months after HR practices and process mechanisms were assessed from unique groups of employee respondents. Results suggest that employee commitment and customer focus partially mediate the relationship between HR practices and customer satisfaction.


Suggested Citation
Moynihan, L. M., Gardner, T. M. & Wright, P. M. (2002). High performance HR practices and customer satisfaction: Employee process mechanism (CAHRS Working Paper #02-09). Ithaca, NY: Cornell University, School of Industrial and Labor Relations, Center for Advanced Human Resource Studies.