The effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: A multi-level analysis

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Title The effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: A multi-level analysis
Author Hui, C. Harry; Chiu, Warren C. K.; Yu, Philip L. H.; Cheng, Kevin; Tse, Herman H. M.
Journal Name Journal of Occupational and Organizational Psychology
Editor John Arnold
Year Published 2007
Place of publication U.K
Publisher The British Psychological Soceity
Abstract A 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.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1348/096317905X89391
Volume 80
Issue Number 1
Page from 151
Page to 172
ISSN 0963-1798
Date Accessioned 2009-07-13
Date Available 2010-02-08T06:51:29Z
Language en_AU
Research Centre Centre for Work, Organisation and Wellbeing
Faculty Griffith Business School
Subject Organisational Behaviour
URI http://hdl.handle.net/10072/28653
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1x

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