A Preliminary Investigation Into the Influence of Customer-Firm Interface on Information Processing and Task Activities in Service Organizations

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.