... that an inclusive climate positively affects PSP through work meaningfulness. Moreover, the mediating effect of work meaningfulness is stronger under high perceived dissimilarity and high service climate. Practical implications The findings contribute to FLPEs' coping behavior management practices...

...James A. Busser; Lenna V. Shulga; Jeffrey Yedlin Purpose This study aims to investigate the factors influencing service employee work and personal well-being affecting their intention to leave the organization. This research explored the effects of service climate, resilience and workplace well...

... of the present study is to propose and test a model in which service employees' emotional labor strategies affect customer incivility via influencing customers' self-esteem threat, as well as examine the moderating role of customer's perception of service climate. Design/methodology/approach Based...

... Interpersonal influence Harmonious passion Service climate Job dedication Accountability for pleasing customers “Satisfaction guaranteed” was a common business mantra that emerged in the late 20th century. Whether it was a rental car or pizza delivery service, satisfaction was seen as a key path...

...Tal Katz-Navon; Dana R. Vashdi; Eitan Naveh In two separate studies, one with a sample including 100 nurses working in 15 wards, and the other comprised of 244 luxury hotel chain employees working in 39 departments, participants were surveyed about their perceptions of the service climate...

.... But when the consumer buys an experience, he or she pays to spend time enjoying a series of memorable events that a business stages to engage him or her in a personal way. Consumers Service climate Service operations Communication Measurement Babbie (2007) cautions, however...

... of a conceptual model, this study used an employee questionnaire based on the incorporation of service climate (SERV*OR) and employee identification factors. A total of 314 individual surveys were collected from four hotels in Australia. Hierarchical regression analysis was conducted to determine the effects...

...Marie Mikic Little; Alison M. Dean Purpose Studies have demonstrated that the service climate in an organisation, as perceived by employees, is positively related to service quality, as perceived by customers. However, no studies appear to have tested the link to service quality from an employee...