Basic assumptions of service employees : Influence on employee job outcomes

Abstract

The purpose of this thesis is to contribute to the understanding of employee basic assumptions in the service context, to gain a better knowledge of the dimensionality of the construct, its measurement, and its influence on service employee job performance. This thesis consists of one theoretical paper, three empirical papers, and an overview presenting the theoretical background of the studies, the aims and major findings of the conducted studies, as well as an overall discussion of the four papers presented. The aims of the thesis are (1) to conduct a systematic review of the construct of basic assumptions and how it could be applied to service management; (2) to empirically explore the content of basic assumptions in the service context; (3) to empirically test the dimensionality of the basic assumptions construct in service settings; and, (4) to validate the dimensionality of the construct nomologically, and to investigate how basic assumptions of service employees relate to individual employee job outcomes. These aims are explored in the four papers which constitute the thesis. All papers are supported by data collected specifically for this thesis. The results show that the construct of assumptions is a promising concept by which to approach the social cognition of service employees (Paper 1). Basic assumptions of service employees can be broadly described by seven categories (predictability, control, affect, responsibility, competence, communication, and ethics) elicited empirically by repertory grid and laddering techniques (Paper 2). Four dimensions of service employee basic assumptions (customer control, customer affect, co-worker competence and co-worker responsibility) are significantly related to several important individual employee outcomes: job satisfaction, organizational commitment, turnover intentions (Paper 3), job performance, and market-oriented behaviors (Paper 4). In summary, the findings point to the importance of conceptualizing this construct in relation to service management.