... contributions involving gratitude in the service marketing literature. First, we identify service climate as a critical contextual antecedent of employee gratitude that facilitates customer-oriented behavior. Second, we explore the mediating role of gratitude in the SPC framework. While not exploring all...

... management Customer service Service climate Consumer support Small businesses Tipping The COVID-19 pandemic represents a major crisis for many service-oriented businesses. Businesses around the world have had to cope with reduced demand because of social distancing efforts to limit the spread...

..., it is expected that: Service quality Customer service Service delivery Hospitality Service climate Frontline service employees Ethics training Psychological ethical climate Service sabotage Employee commitment to service quality SS is more pervasive than many would like to believe...

...Hung Trong Hoang; Sally Rao Hill; Vinh Nhat Lu; Susan Freeman Purpose Drawing on social exchange theory, the purpose of this paper is to develop and test an integrative model of internal and external factors determining employee perceptions of their organizational service climate. Design...

...Chaktin Fung; Piyush Sharma; Zhan Wu; Yong Su The purpose of this paper is to introduce a new conceptual model that incorporates internal service quality as a mediator between service climate and employee performance and two personal cultural orientations (independence and interdependence...

...Tyler R. Morgan; Adam Rapp; R. Glenn Richey, Jr.; Alexander E. Ellinger Purpose – The purpose of this research is to explore how firm market orientation, as a culture, affects the service climate that develops in the firm. Design/methodology/approach – Empirical testing is performed...

... that service climate, job satisfaction and affective commitment influence work engagement. Employee's work engagement subsequently impacts constructs such as career commitment and adaptability. Furthermore, the authors conceptualize work engagement as a multidimensional higher order construct that exhibits...