0000000000352185
AUTHOR
Oto Luque
Interaction between functional and relational service quality: hierarchy vs. compensation
The main goal of this research study is to examine the form of interaction between functional and relational service quality in their links to customer satisfaction. Two competing hypotheses were t...
CALIDAD Y BIENESTAR EN ORGANIZACIONES DE SERVICIOS: EL PAPEL DEL CLIMA DE SERVICIO Y LA JUSTICIA ORGANIZACIONAL
Este trabajo revisa los avances en la línea de investigación sobre Organizaciones de Servicios desarrollada por el IDOCAL (Instituto de Investigación en Psicología de los RRHH, Desarrollo Organizacional y Calidad de Vida Laboral, Universidad de Valencia), y la incardinación de la misma con la investigación internacional. La investigación realizada tiene como objetivo general el hacer compatible el bienestar del trabajador y su desempeño en términos de calidad de servicio ofrecida al usuario, ello en consonancia con la estrategia de la Unión Europea para salir de la crisis. Las grandes temáticas que se tratan son: la calidad de servicio, el clima de servicio, el bienestar y la justicia organ…
Ethical Leaders Promote Quality of Life Through Fair and Trust-based Relationships
Ethical leadership has become an important field of research. This article examines the impact of ethical leadership within the context of healthcare organizations. Based on social learning theory, we examine the relationship between ethical leadership and quality of life, mediated by peer justice and moderated by trust in the leader. Participants in this study consisted of 388 professionals from 59 centers affiliated with “Plena Inclusión”, an NGO whose mission is to improve the quality of life of individuals with intellectual disabilities in Spain. Results showed a significant relationship between ethical leadership and quality of life, through a partial mediation of overall peer justice.…