The Role of Climate: Implications for Service Employee Engagement and Customer Service Performance

dc.contributor.author Mengüç, Bülent
dc.contributor.author Mengüç, Bülent
dc.contributor.author Auh, Seigyoung
dc.contributor.author Yeniaras, Volkan
dc.contributor.author Yeniaras, Volkan
dc.contributor.author Katsikeas, Constantine S.
dc.contributor.other Business Administration
dc.date.accessioned 2019-06-27T08:01:20Z
dc.date.available 2019-06-27T08:01:20Z
dc.date.issued 2017
dc.department Fakülteler, İşletme Fakültesi, İşletme Bölümü en_US
dc.description.abstract This research attempts to challenge the resource-engagement and engagement-performance linkage of the job demands-resources model by testing these links under the moderating role of two climates: performance-focused and service failure recovery. Two studies test a model on the boundary conditions of the linkages across four service industries. The results suggest that whether a resource (i.e. self-efficacy and job autonomy) positively or negatively affects engagement depends on whether (1) a climate is appraised as a challenge or hindrance demand and (2) a climate is deemed a complementary or compensatory resource. Using multi-respondent data from customer service employees and their supervisors in the health care industry Study 1 conceptualizes climate as organizational climate and finds that performance-focused climate strengthens (weakens) the positive effect of self-efficacy (job autonomy) on engagement while service failure recovery climate weakens the positive impact of self-efficacy on engagement. Study 2 generalizes the findings from Study 1 and provides broad support by testing the model using psychological climate in the financial services tourism and hospitality and retailing industries. This study closes with a configuration approach to climate research by discussing when multiple climates can co-exist under different types of resources. en_US]
dc.identifier.citationcount 79
dc.identifier.doi 10.1007/s11747-017-0526-9 en_US
dc.identifier.endpage 451
dc.identifier.issn 0092-0703 en_US
dc.identifier.issn 1552-7824 en_US
dc.identifier.issn 0092-0703
dc.identifier.issn 1552-7824
dc.identifier.issue 3
dc.identifier.scopus 2-s2.0-85015617374 en_US
dc.identifier.scopusquality Q1
dc.identifier.startpage 428 en_US
dc.identifier.uri https://hdl.handle.net/20.500.12469/347
dc.identifier.uri https://doi.org/10.1007/s11747-017-0526-9
dc.identifier.volume 45 en_US
dc.identifier.wos WOS:000398919800008 en_US
dc.identifier.wosquality Q1
dc.institutionauthor Mengüç, Bülent en_US
dc.language.iso en en_US
dc.publisher Springer en_US
dc.relation.journal Journal of the Academy of Marketing Science en_US
dc.relation.publicationcategory Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı en_US
dc.rights info:eu-repo/semantics/openAccess en_US
dc.scopus.citedbyCount 110
dc.subject Job demands-resources model en_US
dc.subject Self-efficacy en_US
dc.subject Job autonomy en_US
dc.subject Engagement en_US
dc.subject Climate en_US
dc.subject Service failure recovery en_US
dc.title The Role of Climate: Implications for Service Employee Engagement and Customer Service Performance en_US
dc.type Article en_US
dc.wos.citedbyCount 92
dspace.entity.type Publication
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