Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate.
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.
Salanova
Marisa
M
WONT Research Team and Department of Psychology, Universitat Jaume I, Avenida de Vicent Sos Baynet, s/n, 12017 Castellon, Spain. marisa.salanova@uji.es
Agut
Sonia
S
Peiró
José María
JM
D000328:Adult; D003258:Consumer Behavior / Q000706:statistics & numerical data*; D017598:Efficiency, Organizational / Q000706:statistics & numerical data*; D004650:Employee Performance Appraisal / Q000706:statistics & numerical data*; D005260:Female; D006798:Housing / Q000706:statistics & numerical data; D006801:Humans; D007588:Job Satisfaction; D008297:Male; D008875:Middle Aged; D015233:Models, Statistical; D009042:Motivation; D015279:Organizational Culture; D012147:Restaurants / Q000706:statistics & numerical data