Author Type

Graduate Student

Date of Award

1999

Document Type

Thesis

Publication Status

Version of Record

Submission Date

October 2026

Thesis/Dissertation Advisor [Chair]

Bernardin, Harold John

Abstract

This dissertation investigates the nature of the relationship that exists between job satisfaction among temporary workers and general customer perceptions of service quality, customer-based appraisal of specific service provider performance, and customers' future behavioral intentions concerning doing business with the firm in the future (e.g., to increase business, to recommend the organization to others, etc.). The Job Descriptive Index (JDI) and its related Job-in-General scale were used to measure employee satisfaction. SERVQUAL was used to gauge general customer perceptions of service quality. A 13-item battery derived from marketing literature was used to measure customer future behavioral intentions. The customer appraisal of service provider performance was based on performance appraisal literature. Results indicated significant correlation between worker satisfaction and customer perceptions of service quality (r = .27; p < .01), customer-based appraisal of specific service provider performance (r = .30; p < .01), and customer intentions concerning doing business with the organization in the future (r = .20; p < .05). Customer quality perceptions were significantly associated with their future intentions (r = .71; p < .01) and with specific customer performance appraisal (r = .63; p < .01). However, when combined with general customer service perceptions (SERVQUAL), specific customer appraisal of service provider performance did not contribute unique predictive or explanatory capability. Unexpectedly, temporary workers' satisfaction with co-workers on their job assignment was significantly related to all customer outcome measures. The results are described and discussed in comparison with meta-analyses about job satisfaction, and in terms of other studies concerning contingent workers.

Extent

225 p.

Comments

College of Business|Thesis (Ph.D.)--Florida Atlantic University, 1999.|FAU Electronic Theses and Dissertations Collection|College of Business

Identifier

FADT12602

Format

pdf

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