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Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate.
J Appl Psychol. 2005 Nov; 90(6):1217-27.JA

Abstract

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.

Authors+Show Affiliations

Salanova M
WONT Research Team and Department of Psychology, Universitat Jaume I, Avenida de Vicent Sos Baynet, s/n, 12017 Castellon, Spain. marisa.salanova@uji.es
Agut S
No affiliation info available
Peiró JM
No affiliation info available

MeSH

AdultConsumer BehaviorEfficiency, OrganizationalEmployee Performance AppraisalFemaleHousingHumansJob SatisfactionMaleMiddle AgedModels, StatisticalMotivationOrganizational CultureRestaurants

Pub Type(s)

Journal Article
Research Support, Non-U.S. Gov't

Language

eng

PubMed ID

16316275

Citation

Salanova, Marisa, et al. "Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: the Mediation of Service Climate." The Journal of Applied Psychology, vol. 90, no. 6, 2005, pp. 1217-27.
Salanova M, Agut S, Peiró JM. Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. J Appl Psychol. 2005;90(6):1217-27.
Salanova, M., Agut, S., & Peiró, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. The Journal of Applied Psychology, 90(6), 1217-27.
Salanova M, Agut S, Peiró JM. Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: the Mediation of Service Climate. J Appl Psychol. 2005;90(6):1217-27. PubMed PMID: 16316275.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. AU - Salanova,Marisa, AU - Agut,Sonia, AU - Peiró,José María, PY - 2005/12/1/pubmed PY - 2006/2/10/medline PY - 2005/12/1/entrez SP - 1217 EP - 27 JF - The Journal of applied psychology JO - J Appl Psychol VL - 90 IS - 6 N2 - 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. SN - 0021-9010 UR - https://www.unboundmedicine.com/medline/citation/16316275/Linking_organizational_resources_and_work_engagement_to_employee_performance_and_customer_loyalty:_the_mediation_of_service_climate_ DB - PRIME DP - Unbound Medicine ER -