title: Service climate as a mediator of organizational empowerment in customer-service employees.
abstract: The aim of this study is to examine the mediating role of the service climate between organizational empowerment (i.e., dynamic structural framework, control of workplace decisions, fluidity in information sharing) and service quality (functional and relational). 428 contact employees from 46 hotels participated in the survey. Correlations demonstrated that dynamic structural framework, control decisions, and fluidity in information sharing are related to both functional and relational service quality. Regression analyses and Sobel tests revealed that service climate totally mediated the relationship between all three dimensions of organizational empowerment and relational service quality. Implications for practice and future research are discussed.
authors.affiliation: Universidad de Huelva (Spain).
authors.forename: Maria Isabel
authors.initials: MI
authors.lastname: Mendoza-Sierra
authors.affiliation: Universidad de Huelva (Spain).
authors.forename: Alejandro
authors.initials: A
authors.lastname: Orgambídez-Ramos
authors.affiliation: Universidad de Huelva (Spain).
authors.forename: Ana María
authors.initials: AM
authors.lastname: Carrasco-González
authors.affiliation: Universidad de Huelva (Spain).
authors.forename: José Carlos
authors.initials: JC
authors.lastname: León-Jariego
mesh_terms: D000328:Adult; D004651:Employment / Q000523:psychology*; D005260:Female; D006801:Humans; D007398:Interpersonal Relations; D008297:Male; D008875:Middle Aged; D015279:Organizational Culture; D011209:Power, Psychological