Mengüç, BülentMengüç, BülentYeniaras, VolkanAuh, SeigyoungYeniaras, VolkanKatsikeas, Constantine S.2019-06-272019-06-272017790092-07031552-78240092-07031552-7824https://hdl.handle.net/20.500.12469/347https://doi.org/10.1007/s11747-017-0526-9This 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.eninfo:eu-repo/semantics/openAccessJob demands-resources modelSelf-efficacyJob autonomyEngagementClimateService failure recoveryArticle428451345WOS:00039891980000810.1007/s11747-017-0526-92-s2.0-85015617374Q1Q1