Publication Date

9-14-2001

Abstract

This research examined organizational commitment as a mediator between HR practices and customer satisfaction of 35 job groups from 13 service firm business units. Both commitment level and consensus were predicted to influence customer satisfaction. Results found that commitment level mediated the relationship between HR practices and customer satisfaction.

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Suggested Citation
Moynihan, L. M., Gardner, T. M., Park, H. J. & Wright, P. M. (2001). HR practices and customer satisfaction: The mediating link of commitment (CAHRS Working Paper #01-14). Ithaca, NY: Cornell University, School of Industrial and Labor Relations, Center for Advanced Human Resource Studies.
http://digitalcommons.ilr.cornell.edu/cahrswp/77

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