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dc.contributor.authorHarry Hui, C.
dc.contributor.authorC. K. Chiu, Warren
dc.contributor.authorL. H. Yu, Philip
dc.contributor.authorCheng, Kevin
dc.contributor.authorH. M. Tse, Herman
dc.contributor.editorJohn Arnold
dc.date.accessioned2017-05-03T15:23:31Z
dc.date.available2017-05-03T15:23:31Z
dc.date.issued2007
dc.date.modified2010-02-08T06:51:29Z
dc.identifier.issn09631798
dc.identifier.doi10.1348/096317905X89391
dc.identifier.urihttp://hdl.handle.net/10072/28653
dc.description.abstractA supervisor's behaviour may not be the only factor that determines the performance of team members (Kerr & Jermier, 1978). Taking this postulation as a basis, we formulated a model to describe how service climate moderates the effects of the leadership behaviour of supervisors. When the organization and working environment are not conducive to providing a good service to colleagues and customers, the supervisor's leadership behaviour makes an important difference. However, when the service climate is good, a supervisor's leadership behaviour makes no substantial difference. This hypothesis was supported in an examination of the service quality of 511 frontline service providers as sampled from 55 work groups in 6 service organizations. The employee service quality was low when both the service climate and the supervisor's leadership behaviour were lacking. However, when the service climate was unfavourable, effective leadership behaviour played a compensatory role in maintaining performance standards towards external customers. When the leadership was ineffective, a favourable service climate nullified the negative effect on service quality to internal customers.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherThe British Psychological Soceity
dc.publisher.placeU.K
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom151
dc.relation.ispartofpageto172
dc.relation.ispartofissue1
dc.relation.ispartofjournalJournal of Occupational and Organizational Psychology
dc.relation.ispartofvolume80
dc.rights.retentionY
dc.subject.fieldofresearchOrganisational Behaviour
dc.subject.fieldofresearchPsychology
dc.subject.fieldofresearchCognitive Sciences
dc.subject.fieldofresearchBusiness and Management
dc.subject.fieldofresearchcode150311
dc.subject.fieldofresearchcode1701
dc.subject.fieldofresearchcode1702
dc.subject.fieldofresearchcode1503
dc.titleThe effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: A multi-level analysis
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.date.issued2007
gro.hasfulltextNo Full Text
gro.griffith.authorTse, Herman HM.


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