The effects of service climate and internal service quality on frontline hotel employees’ service-oriented behaviors |
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| Institution: | 1. College of Tourism, Huaqiao University, Chenghuabei Road, Quanzhou, Fujian Province 362021, China;2. School of Tourism Management, South China Normal University, Zhongshan Road, Guangzhou, Guangdong Province 510631, China;1. School of Sport, Tourism and Hospitality Management, Temple University, 1810 N 13th Street, Speakman Hall 332, PA, USA;2. Hospitality Management Program, The Ohio State University, 265C Campbell Hall, 1787 Neil Avenue, Columbus, OH 43210, USA;3. Hospitality Management Program, The Ohio State University, 265L Campbell Hall, 1787 Neil Avenue, Columbus, OH 43210, USA;4. International Tourism and Management, City University of Macau, Macau, China;1. College of Tourism, Huaqiao University, No. 269, Cheng Hua North Road, Fengze District, Quanzhou, Fujian 362021, PR China;2. School of Hospitality and Tourism Management, Oklahoma State University, 365 Nancy Randolph Davis, Stillwater, OK 74078, United States;3. School of Business Administration, Shandong University of Finance and Economics, No. 7366, East Erhuan Road, Jinan 250014, PR China;1. School of Hospitality and Tourism Management, Spears School of Business, Oklahoma State University, 365 Human Sciences, Stillwater, OK, USA;2. Department of Tourism and Hotel Management, College of Tourism and Archaeology, King Saud University, Building 16, Riyadh, Saudi Arabia;1. Department of Business Administration, Faculty of Business and Economics, Eastern Mediterranean University, TRNC, Via Mersin 10, Gazimagusa 99628, Turkey;2. Faculty of Tourism, Eastern Mediterranean University, TRNC, Via Mersin 10, Gazimagusa 99628, Turkey;3. Rosen College of Hospitality Management, University of Central Florida, 9907 Universal Boulevard, Orlando, FL 32819, USA;4. Department of Business, WSB University, Wroclaw, Poland;1. HEC Montreal, Québec, Canada;2. National College of Business Administration & Economics, Lahore, Pakistan;3. Department of Management, HEC Montreal, 3000 Côte-Sainte-Catherine, Montréal, Québec H3T 2A7, Canada;4. Institute of Business Administration, University of the Punjab, Quaid-e-Azam Campus, Lahore, Pakistan |
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| Abstract: | When employees in a service profit chain receive quality internal services, they provide quality services to external customers, but extant research does not address what connects internal and external services. This study espouses service climate as an integral part of the service profit chain by exploring its role in linking internal service management and external service performance, and the boundary conditions in which it operates. Data collected from 538 employees of 81 department managers in 24 Chinese hotels were examined using hierarchical linear modeling. Results suggest that managers’ commitment to service quality affects service climate through empowering leadership, service climate links empowering leadership and employee service-oriented behaviors, and external departments’ internal service quality strengthens the positive effect of service climate on service-oriented behaviors. This study advances the literature by integrating service climate and internal service quality into the service profit chain, helping hospitality managers understand how to foster service-oriented behaviors. |
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| Keywords: | Managers’ commitment to service quality External departments’ internal service quality Empowering leadership Employee service-oriented behaviors Employee psychological service climate |
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