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- Publisher
- American Psychological Association
- Copyright
- Copyright © 2005 American Psychological Association
- ISSN
- 0021-9010
- eISSN
- 1939-1854
- DOI
- 10.1037/0021-9010.90.6.1217
- pmid
- 16316275
- Publisher site
- See Article on Publisher Site
Abstract
This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N = 342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N = 1,140) from these units provided information on employee performance and customer loyalty. Structural equation modeling analyses were consistent with a full mediation model in which organizational resources and work engagement predict service climate, which in turn predicts employee performance and then customer loyalty. Further analyses revealed a potential reciprocal effect between service climate and customer loyalty. Implications of the study are discussed, together with limitations and suggestions for future research.
Journal
Journal of Applied Psychology – American Psychological Association
Published: Nov 1, 2005