An Exploratory Study of the Interaction Effects of Student Service Employees’ Job Resourcefulness and Organizational Support in a Campus Setting

  • Shawn F. Clouse University of Montana, Business School
  • Simona Stan, Dr. University of Montana College of Business
  • Nader Shooshtari, Dr. University of Montana College of Business

Abstract

This paper investigates the interactive effects of student service employee job resourcefulness and organizational resource support on employees’ commitment and ability to provide high quality customer service, which in turn results in higher job satisfaction and performance outcomes. This exploratory study’s goal was to help campus managers improve service employee development practices. This study involved a survey sample of 98 student employees working in customer service roles at a mid-sized university campus recreation center.  The study finds that job resourcefulness is the most important factor that positively determines student employees' commitment to service quality and skill proficiency, along with job performance and satisfaction. While formal training benefits all employees, supervisor coaching seems to benefit student employees with low levels of job resourcefulness while displaying some negative effects for high job resourcefulness employees. Both commitment to service quality and service skill proficiency determine employee's job outcomes.

Author Biography

Shawn F. Clouse, University of Montana, Business School
Associate Professor of MIS
Published
2018-09-28
Section
General Marketing Manuscripts