0000000000587703
AUTHOR
Hugo Carrasco
showing 6 related works from this author
Validación de una medida de Clima de Servicio en las organizaciones
2012
Service climate is critical for organizations pertaining to the service sector. It reflects the importance organizations attribute to service quality and efforts to please customers. Using previous work of Schneider, White, and Paul (1998) as starting point, this research validates a measure of service climate in the Spanish language. Data from two survey study projects were brought together. A total of 120 hotels, located in Spain, participated in the research. The sample consisted of 508 frontline hotel employees distributed in 152 work-units. Our results confirmed that construct and predictive validity are satisfactory, with four factors describing the facets of service climate: Global S…
Validación de una Medida de Clima de Servicio en las Organizaciones
2012
Service climate is critical for organizations pertaining to the service sector. It reflects the importance organizations attribute to service quality and efforts to please customers. Using previous work of Schneider, White, and Paul (1998) as starting point, this research validates a measure of service climate in the Spanish language. Data from two survey study projects were brought together. A total of 120 hotels, located in Spain, participated in the research. The sample consisted of 508 frontline hotel employees distributed in 152 work-units. Our results confirmed that construct and predictive validity are satisfactory, with four factors describing the facets of service climate: Global S…
Validation of a measure of Service Climate in organizations
2012
El Clima de Servicio resulta crítico en organizaciones del sector servicios. Refleja la importanciaque las organizaciones atribuyen a la calidad del servicio así como los esfuerzos para complacer a los clientes. Considerando el trabajo de Schneider, White y Paul (1998) como punto de partida, este trabajo valida una medida del clima de servicio en español. Para ello se han desarrollado dos estudios de campo. Un total de 120 hoteles, ubicados en España, participaron en la investigación. La muestra estuvo conformada por 508 empleados de hoteles distribuidos en 152 unidades de trabajo. Nuestros resultados confirmaron que la validez de constructo y predictiva son satisfactorias, con cuatro facto…
Service Climate and Display of Employees’ Positive Emotions: The Mediating Role of Burnout and Engagement in Services
2011
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…
Relaciones de la disonancia emocional y del clima de servicio con el bienestar en el trabajo: un estudio multinivel
2014
Este trabajo analiza las relaciones entre disonancia emocional y clima de servicio con bienestar en el trabajo, en dos vias. Se realizo un diseno transnivel en el que se analizan variables en diferentes niveles (disonancia emocional individual y clima de servicio work-unit), como predictores de burnout y engagement. En el estudio participo una muestra de 512 empleados pertenecientes a 152 unidades de trabajo. Los analisis multinivel confirmaron la existencia de un modelo donde el clima de servicio esta directamente relacionado con los niveles de burnout y engagement de los trabajadores, una vez controlado su nivel de disonancia emocional. La investigacion concluye con la discusion de los re…
Relaciones de la disonancia emocional y del clima de servicio con el bienestar en el trabajo: un estudio transnivel
2014
In this study, emotional dissonance and service climate are related to well-being at work through two independent corridors. To consider emotional dissonance and service climate, we designed a cross-level model where multilevel predictors (individual emotional dissonance and work-unit service climate) were related to individual levels of burnout and engagement. Using a sample of 512 employees working in 152 work-units, we confirmed the existence of a model where service climate is significantly related to burnout and engagement, beyond the role of emotional dissonance. The research concludes with a discussion of these results and future implications. Este trabajo analiza las relaciones entr…