The role of climate: implications for service employee engagement and customer service performance

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Date

2017

Authors

Mengüç, Bülent
Auh, Seigyoung
Yeniaras, Volkan
Katsikeas, Constantine S.

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Publisher

Springer

Research Projects

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Abstract

This research attempts to challenge the resource-engagement and engagement-performance linkage of the job demands-resources model by testing these links under the moderating role of two climates: performance-focused and service failure recovery. Two studies test a model on the boundary conditions of the linkages across four service industries. The results suggest that whether a resource (i.e. self-efficacy and job autonomy) positively or negatively affects engagement depends on whether (1) a climate is appraised as a challenge or hindrance demand and (2) a climate is deemed a complementary or compensatory resource. Using multi-respondent data from customer service employees and their supervisors in the health care industry Study 1 conceptualizes climate as organizational climate and finds that performance-focused climate strengthens (weakens) the positive effect of self-efficacy (job autonomy) on engagement while service failure recovery climate weakens the positive impact of self-efficacy on engagement. Study 2 generalizes the findings from Study 1 and provides broad support by testing the model using psychological climate in the financial services tourism and hospitality and retailing industries. This study closes with a configuration approach to climate research by discussing when multiple climates can co-exist under different types of resources.

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Keywords

Job demands-resources model, Self-efficacy, Job autonomy, Engagement, Climate, Service failure recovery

Turkish CoHE Thesis Center URL

Citation

79

WoS Q

Q1

Scopus Q

Q1

Source

Volume

45

Issue

3

Start Page

428

End Page

451