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Is service climate strength beneficial or detrimental for service quality delivery?

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    Rights statement: This is an Author's Accepted Manuscript of an article whose final and definitive form, the Version of Record, is Potocnik, K., Tordera, N., Martinez-Tur, V., Peiro, J. M., & Ramos, J. (2011). Is service climate strength beneficial or detrimental for service quality delivery?. European Journal of Work and Organizational Psychology, 20(5), 681-699. 10.1080/1359432X.2010.496649

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Original languageEnglish
Pages (from-to)681-699
JournalEuropean Journal of Work and Organizational Psychology
Volume20
Issue number5
DOIs
Publication statusPublished - 2011

Abstract

This study examines whether climate strength has a direct, moderating, or curvilinear effect in the relationship between service climate and customer service quality perceptions. To this end, we carried out cross-sectional and lagged empirical studies in the Spanish hospitality sector. Our cross-sectional results confirmed that high climate strength in managerial practices fosters a positive impact of managerial practices on customer service quality evaluations. However, other results related to customer orientation of services question the idea that service climate strength is always a precursor of service quality. High climate strength in customer orientation enhanced the negative relationship between customer orientation and functional service quality in a cross-sectional study, and between customer orientation and relational service quality in a lagged study. In addition, an examination of curvilinear effects of climate strength revealed an inverted U-shaped relationship between climate strength in customer orientation and relational service quality over time. The article concludes with a discussion of these results.

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