Service quality: the key role of service climate and service behavior of boundary
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Show full item recordcomunitat-uji-handle:10234/9
comunitat-uji-handle2:10234/8034
comunitat-uji-handle3:10234/8637
comunitat-uji-handle4:
INVESTIGACIONMetadata
Title
Service quality: the key role of service climate and service behavior of boundaryDate
2010-06Publisher
SageISSN
1059-6011; 1552-3993Bibliographic citation
Group & organization management (June 2010), vol. 35, no. 3 , 276-298Type
info:eu-repo/semantics/articleVersion
info:eu-repo/semantics/submittedVersionSubject
Abstract
This study simultaneously tests the influence of two resources that boundary employee units can use to improve service quality. The first is the boundary employee units’ perceptions of organizational values oriented ... [+]
This study simultaneously tests the influence of two resources that boundary employee units can use to improve service quality. The first is the boundary employee units’ perceptions of organizational values oriented toward creating a good service climate. The second is the boundary employees’ competences oriented to providing the service, that is, their own service behavior during service transactions. Moreover, organizational climate and organizational facilitators are also analyzed as antecedents of the two resources. The sample consisted of 117 boundary employee units aggregated from 349 boundary employees and 1,157 customers. Structural Equation Modeling analysis confirmed that service quality perceived by customers can be predicted by both service climate and service behavior perceived by boundary employee units. Moreover, organizational facilitators and organizational climate are significant antecedents for higher levels of service climate. Therefore, results confirm the importance of both roles in improving customer perceptions of service quality [-]
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