... 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...

... of the antecedents and outcomes of employee-perceived customer delight, as well as a more refined understanding for practitioners on how to manage customer service experiences. Service climate is defined as employees' “shared perceptions of the policies, practices, and procedures that are rewarded...

...Tal Katz-Navon; Dana R. Vashdi; Eitan Naveh © Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only The existing research on service climate emphasizes its benefits for customers, employees and organizational outcomes. Service climate translates...

... experience has gone largely unmeasured. Built on the old business axiom that you cannot manage what you cannot measure, this validated CEI tool can provide businesses with an effective new management tool. © Emerald Group Publishing Limited 2011 Consumers Service climate Service operations...

... 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...