A model of turnover-based disruption in customer services

We develop a turnover-based model of organizational disruption in services to understand better how, when and why disruption occurs in order to guide future research. Specifically, we examine how different types of turnover (e.g., total turnover, voluntary turnover, involuntary turnover and downsizing) influence important aspects of customer service (e.g., customer satisfaction, perceptions of service quality, and perceptions of service brand quality). We further explore many potential moderators (e.g., newcomer concentration and environmental complexity) and mediators (e.g., efficiency and customer orientation) of the relationship. We conclude by highlighting potentially fruitful directions for future research.