Missing Link in the Service Profit Chain: A Meta-Analytic Review of the Antecedents, Consequences, and Moderators of Service Climate

• 成果类型: Article
• 署名作者: Hong, Ying; Liao, Hui; Hu, Jia; Jiang, Kaifeng
• 署名单位: McMaster University; University System of Maryland; University of Maryland College Park; University of Notre Dame; Rutgers University System; Rutgers University New Brunswick
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/a0031666
• 发表日期: 2013
• 页码: 237-267
• 关键词: service climate; service profit chain; leadership; human resource practices; Meta-analysis

摘要

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.