Abstract
This study examined how customer-firm interface (CFI) mediates the relationship between information processing and task activities in service organizations. Data were collectedfrom 181 service clerks, 83 nurses, and 126 pilot trainers, with average ages of 27 years, 38 years, and 31 years, respectively. The subjects were selectedfrom two retail organizations, two hospitals, and a military installation. Ninety-one percent of the pilot trainers and 63% of the retail clerks were male; all the nurses were female. Information processing was measured in terms of equivocality and amount, and correlational and hierarchical regression analyses were used to examine the data. CFI was found to mediate the relationship between information equivocality and task activities. CFI and task activities were also independently related to information amount. These findings suggest an expansion of earlier research showing only a bivariate relationship between information processing and task activities.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
