Relationships among perceived justice, customers' satisfaction, and behavioral intentions: the moderating role of gender.
This article tested the gender differences in the relationships between perceptions of justice, customers' satisfaction, and behavioral intentions. The sample consisted of 334 subjects (205 men and 129 women) surveyed in 38 hotels located in Spain. A questionnaire was used to measure distributive, procedural, and interactional justice as well as customers' responses of satisfaction and intentions. Analysis showed that the correlation between scores for distributive justice and customers' satisfaction as well as that between distributive justice and intentions were greater for men than for women. In contrast, the sex differences in the links of procedural and interactional justice to satisf…
Validation of a Short Form of Job Crafting Scale in a Spanish Sample
AbstractApplications of job crafting are widespread in the professional practice. In an attempt to measure this phenomenon, Tims, Bakker and Derks (2012) developed a Job Crafting Scale based on the Job Demand-Resources model (JD-R) and validated it in a Dutch sample. However, its application to other cultural contexts presented some difficulties. The present work aimed to validate a shorter version of scale by Tims et al. (2012) in a Spanish sample (n = 1,647). The data were randomly split in two independent subsamples (Sample 1: Explorative; Sample 2: Confirmative). The exploratory factor analysis showed a three-factor structure. Through a confirmatory factor analysis, the four-dimensional…
Service Climate and Display of Employees’ Positive Emotions: The Mediating Role of Burnout and Engagement in Services
This article aims to test a model linking service climate to the frequency of expression of positive emotions by frontline employees. We propose that burnout and engagement at work mediate the relationship between service climate and the expression of positive emotions. Service climate impacts negatively on burnout and positively on engagement; in turn, burnout and engagement are significantly related to the frequency of expression of positive emotions. This model was tested both at the individual and work-unit levels. In addition, it was compared with a direct model that proposes an additional direct link from service climate to frontline employees’ positive emotions. Models were tested th…
Engaged teams deliver better service performance in innovation climates
Building on the interactionist approach and the consideration of service organizations as open-systems, this study examines the moderating role of team climate for innovation on the relationship between team engagement and service performance. The sample consisted of 599 customers, 344 boundary employees, and 86 supervisors nested in 86 teams from 60 hotels. Multilevel analyses showed significant positive direct relationships between team engagement and service quality indicators. We also found a consistent moderating role of climate for innovation on the association between team engagement and different service performance indicators (functional and relational service quality, overall sati…
Linking Employees’ Extra-Role Efforts to Customer Satisfaction
Abstract. Our main goal was to test the moderating role of customer complaints (“presence” vs. “absence”) in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, recipr…