Journal ArticleDOI
Missing link in the service profit chain: a meta-analytic review of the antecedents, consequences, and moderators of service climate.
Reads0
Chats0
TLDR
Support is found for service climate as a critical linkage between internal and external service parameters and differential effects of service-oriented versus general human resource practices and leadership on service climate, as well as disparate impacts of service climate contingent on types of service, measures of serviceClimate, and sources of rating.Abstract:
Service climate captures employees' consensual perceptions of organizations' emphasis on service quality. Although many studies have examined the foundation issues and outcomes of service climate, there is a lack of a comprehensive model explicating the antecedents, outcomes, and moderators of service climate. The current study fills this void in the literature. By conducting a meta-analysis of 58 independent samples (N = 9,363), we found support for service climate as a critical linkage between internal and external service parameters. In addition, we found differential effects of service-oriented versus general human resource practices and leadership on service climate, as well as disparate impacts of service climate contingent on types of service, measures of service climate, and sources of rating. Research and practical implications are discussed.read more
Citations
More filters
Book
Organizational Climate and Culture
TL;DR: The article proposes an integration of climate and culture thinking and research and concludes with practical implications for the management of effective contemporary organizations.
Journal ArticleDOI
Service Research Priorities in a Rapidly Changing Context
TL;DR: In this article, the authors engaged in an international and interdisciplinary research effort to identify research priorities that have the potential to advance the service field and benefit customers, organizations, and society.
The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (Цепочка создания прибыли в сфере услуг: как ведущие компании связывают прибыль и рост с лояльностью, удовлетворением и ценностью)
TL;DR: Heskett, Sasser, and Schlesinger as mentioned in this paper show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly link profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity.
Journal ArticleDOI
An Aspirational Framework for Strategic Human Resource Management
TL;DR: The field of strategic human resource management (HRM) has a long and rich tradition as mentioned in this paper, and it has attracted much attention over the past three decades, paying particular attention to the value of HRM systems as management tools for influencing a wide variety of outcomes of concern to internal (employees and their managers) and external (owners, customers, society, other organizations).
Journal ArticleDOI
Psychological Safety: A Meta-Analytic Review and Extension
TL;DR: The authors conducted a comprehensive meta-analysis on the antecedents and outcomes of psychological safety in the workplace and examined the extent to which psychological safety influences both task performance and organizational citizenship behaviors over and beyond related concepts such as positive leader relations and work engagement.
References
More filters
Journal ArticleDOI
Common method biases in behavioral research: a critical review of the literature and recommended remedies.
TL;DR: The extent to which method biases influence behavioral research results is examined, potential sources of method biases are identified, the cognitive processes through which method bias influence responses to measures are discussed, the many different procedural and statistical techniques that can be used to control method biases is evaluated, and recommendations for how to select appropriate procedural and Statistical remedies are provided.
Book
Principles and Practice of Structural Equation Modeling
TL;DR: The book aims to provide the skills necessary to begin to use SEM in research and to interpret and critique the use of method by others.
Journal ArticleDOI
Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models
TL;DR: For comments on an earlier draft of this chapter and for detailed advice I am indebted to Robert M. Hauser, Halliman H. Winsborough, Toni Richards, several anonymous reviewers, and the editor of this volume as discussed by the authors.
Posted Content
The Impact of Human Resource Management Practices on Turnover, Productivity, and Corporate Financial Performance
TL;DR: In this article, the authors examined the linkages between systems of high performance work practices and firm performance and found that these practices have an economically and statistically significant impact on both intermediate outcomes (turnover and productivity) and short and long-term measures of corporate financial performance.
Journal ArticleDOI
Handbook of industrial and organizational psychology
TL;DR: An up-to-date handbook on conceptual and methodological issues relevant to the study of industrial and organizational behavior is presented in this paper, which covers substantive issues at both the individual and organizational level in both theoretical and practical terms.