+ Site Statistics
+ Search Articles
+ PDF Full Text Service
How our service works
Request PDF Full Text
+ Follow Us
Follow on Facebook
Follow on Twitter
Follow on LinkedIn
+ Subscribe to Site Feeds
Most Shared
PDF Full Text
+ Translate
+ Recently Requested

Service climate as a mediator of organizational empowerment in customer-service employees

Service climate as a mediator of organizational empowerment in customer-service employees

Spanish Journal of Psychology 17: E4

The aim of this study is to examine the mediating role of the service climate between organizational empowerment (i.e., dynamic structural framework, control of workplace decisions, fluidity in information sharing) and service quality (functional and relational). 428 contact employees from 46 hotels participated in the survey. Correlations demonstrated that dynamic structural framework, control decisions, and fluidity in information sharing are related to both functional and relational service quality. Regression analyses and Sobel tests revealed that service climate totally mediated the relationship between all three dimensions of organizational empowerment and relational service quality. Implications for practice and future research are discussed.

Please choose payment method:

(PDF emailed within 0-6 h: $19.90)

Accession: 055734844

Download citation: RISBibTeXText

PMID: 25012571

DOI: 10.1017/sjp.2014.4

Related references

Customer orientation of service employees and rapport influences on service-outcome variables in full-service restaurants. Journal Of Hospitality & Tourism Research: 1, 34-55, 2010

Investigation of Organizational Types and Customer Service among Employees of Some Nigerian Commercial Banks. Psychological Reports 69(2): 639-648, 1991

Service employees give as they get: internal service as a moderator of the service climate-service outcomes link. Journal of Applied Psychology 96(2): 423-431, 2011

The impact of selected organizational factors on psychological empowerment of non-supervisory employees in full-service restaurants. Journal of Foodservice Business Research 6(2): 35-47, 2003

Developing collective customer knowledge and service climate: The interaction between service-oriented high-performance work systems and service leadership. Journal of Applied Psychology 100(4): 1089-1106, 2015

Servant Leadership and Customer Service Quality at Korean Hotels: Multilevel Organizational Citizenship Behavior as a Mediator. Social Behavior and Personality An International Journal 43(8): 1287-1298, 2015

Contexts of Positive Organizational Behavior || Linking Service Employees' Emotional Competence to Customer Satisfaction: A Multilevel Approach. Journal of Organizational Behavior 29(2): 155-170, 2008

The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service - the service encounter prospective. Tourism Management 28(6): 1518-1528, 2007

Service Employees' Organizational Citizenship Behaviors and Customer-Oriented Behaviors: An Accountability Theory Perpective. Journal of Foodservice Business Research 15(4): 335-361, 2012

Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange. Journal of Applied Psychology 88(1): 179-187, 2003

Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. Journal of Applied Psychology 90(6): 1217-1227, 2005

Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics. Journal of Retailing and Consumer Services 35: 20-26, 2017

Towards understanding the role of organizational identification in service settings A multilevel study spanning leaders, service employees, and customers. European Journal of Work and Organizational Psychology 21(4): 547-574, 2012

The Customer Is Not Always Right: Customer Aggression and Emotion Regulation of Service Employees. Journal of Organizational Behavior 25(3): 397-418, 2004

Linking service climate and customer perceptions of service quality: Tests of a causal model. Journal of Applied Psychology 83(2): 150-163, 1998