TABLE 1.
Measurements
| Measurement | Scale item |
|---|---|
| Internal Service Quality (Ehrhart et al., 2011; Schneider et al., 1998). How do you rate the service provided by the employees in the other departments in your organization, on the following attributes? | |
| Internal Service Quality | Timeliness of response |
| Follow‐through | |
| Competence of employees | |
| Job knowledge | |
| Quality of interaction | |
| Level of cooperation | |
| Employee satisfaction (Homburg & Stock, 2004) | |
| Employee satisfaction | All in all, I am satisfied with my job. |
| All in all, I am satisfied with my coworkers. | |
| All in all, I am satisfied with my supervisor. | |
| All in all, I am satisfied with my working at this company. | |
| Employee commitment (McDonald & Makin, 2000) | |
| Affective commitment | I have a strong sense of belongings to my organization. |
| I really feel as if this organization's problems are my own. | |
| I feel like 'part of the family' at my organization. | |
| I would be very happy to spend the rest of my career with this organization. | |
| Continuance commitment | Right now, staying with my organization is a matter of necessity as much as desire. |
| It would be very hard for me to leave my organization right now, even if I wanted to. | |
| I feel that I have too few options to consider leaving this organization. | |
| Employee well‐being (Skevington et al., 2004) | |
| Employee well‐being | How would you rate your quality of life? |
| How satisfied are you with your health? | |
| How satisfied are you with your sleep? | |
| How satisfied are you with your ability to perform daily activities? | |
| How satisfied are you with your capacity for work? | |
| How satisfied are you with yourself? | |
| To what extent do you feel that physical pain prevents you from doing what you need to do?* | |
| How much do you need any medical treatment to function normally in your daily life?* | |
| How often do you have negative feelings such as blue mood? despair, anxiety, depression? | |
| Employee performance (Werner, 1994). How would you rate this employee on the following attributes? | |
| Employee performance | Attitude |
| Initiative | |
| Dependability | |
| Responsibility | |
| Judgement | |
| Work knowledge | |
| Work quality | |
| Organization capability | |