The perceived service climate construct and its impact on employee satisfaction
Author(s)
Chathoth, Prakash
Mak, Brenda
Jauhari, Vinnie
Manaktola, Kamal
Griffith University Author(s)
Year published
2011
Metadata
Show full item recordAbstract
This study captures the impact of the employees' perceptions of service climate on their level of satisfaction. The authors extend such a model using underpinnings from the strategy implementation literature to test and develop three competing models of service climate as their impact on employee satisfaction. Results indicate that the model with best fit is one that has a unidirectional relationship between 'service planning and system', 'service execution' and 'employee satisfaction'. Implications of this model are discussed from researchers' and practitioners' perspectives.This study captures the impact of the employees' perceptions of service climate on their level of satisfaction. The authors extend such a model using underpinnings from the strategy implementation literature to test and develop three competing models of service climate as their impact on employee satisfaction. Results indicate that the model with best fit is one that has a unidirectional relationship between 'service planning and system', 'service execution' and 'employee satisfaction'. Implications of this model are discussed from researchers' and practitioners' perspectives.
View less >
View less >
Journal Title
International Journal of Business and Systems Research
Volume
5
Issue
6
Subject
Business and Management not elsewhere classified
Business and Management