Measuring job satisfaction of customer-facing employees: scale development and validation in the context of organised retail sector

Q3 Business, Management and Accounting

International Journal of Environment, Workplace and Employment Pub Date : 2018-07-27 DOI:10.1504/IJEWE.2018.10014768

K. Gupta, S. Saurabh, P. Bhaskar

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引用次数: 2

Abstract

A very short multidimensional scale consisting of 18 items has been developed for measuring the job satisfaction of customer-facing employees, so that its length would not be deterrent for practical applications. Using a sample of 632 customer-facing employees working with organised retail stores in the Delhi-National Capital Region (Delhi-NCR), India, exploratory factor analysis (EFA) has been conducted with a subsample of 200 respondents and confirmatory factor analysis (CFA) has been conducted with a subsample of 432 respondents. A series of EFA and CFA have resulted in 18 items categorised under five factors namely - working conditions; interpersonal relationships with co-workers and supervisor/manager; compensation; career advancement and growth opportunities; and training and development. The stability of the factor structure was assessed by again conducting CFA on a validation sample of 329 respondents. The overall measure has demonstrated construct validity and each of the five subscales has exhibited high internal consistency.

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测量面向客户员工的工作满意度:规模的发展和验证在有组织的零售部门的背景下

为了测量面向客户的员工的工作满意度，我们编制了一个由18个项目组成的多维度量表，其长度不会影响实际应用。使用在印度德里-国家首都地区(德里- ncr)有组织的零售商店工作的632名面向客户的员工的样本，探索性因素分析(EFA)已与200名受访者的子样本进行了探索性因素分析(EFA)，并与432名受访者的子样本进行了验证性因素分析(CFA)。一系列的EFA和CFA产生了18个项目，分为5个因素，即工作条件;与同事、主管/经理的人际关系;补偿;职业发展和成长机会;培训和发展。因子结构的稳定性通过对329名受访者的验证样本再次进行CFA评估。整体测量显示出结构效度，五个分量表均表现出高度的内部一致性。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Environment, Workplace and Employment Business, Management and Accounting-Organizational Behavior and Human Resource Management

CiteScore

0.30

自引率

0.00%

发文量

期刊介绍： IJEWM is a refereed reference and authoritative source of information in the field of environmental and waste management Together with its sister publications IJEP, IJETM and IJGEnvI, it provides a comprehensive coverage of environmental issues. It covers both engineering/technical and management solutions.