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  5. Employee Attributions of the "Why" of HR Practices: Their Effects on Employee Attitudes and Behaviors, and Customer Satisfaction

Employee Attributions of the "Why" of HR Practices: Their Effects on Employee Attitudes and Behaviors, and Customer Satisfaction

File(s)
Nishii1_employee_attributions.pdf (256.95 KB)
Permanent Link(s)
https://hdl.handle.net/1813/74775
Collections
ILR Working Papers
Faculty Publications - Human Resource Studies
Author
Nishii, Lisa Hisae
Lepak, David P.
Schneider, Benjamin
Abstract

The construct of Human Resource (HR) Attributions is introduced. We argue that the attributions that employees make about the reasons why management adopts the HR practices that it does have consequences for their attitudes and behaviors, and ultimately, unit performance. Drawing on the strategic HR literature, we propose a typology of five HR-Attribution dimensions. Utilizing data collected from a service firm, we show that employees make varying attributions for the same HR practices, and that these attributions are differentially associated with commitment and satisfaction. In turn, we show that these attitudes become shared within units and that they are related to unit-level organizational citizenship behaviors and customer satisfaction. Findings and implications are discussed.

Date Issued
2007-12-01
Keywords
human resources
•
HR practices
•
customer satisfaction
•
employee behavior
•
employee attitude
•
attribution
Type
article

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