Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate

• 成果类型: Article
• 署名作者: Salanova, M; Agut, S; Peiró, JM
• 署名单位: Universitat Jaume I; Universitat Jaume I; University of Valencia
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/0021-9010.90.6.1217
• 发表日期: 2005
• 页码: 1217-1227
• 关键词: Resources; engagement; SERVICE CLIMATE; Job performance; customer loyalty

摘要

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.