6533b872fe1ef96bd12d4403
RESEARCH PRODUCT
How to enhance service quality through organizational facilitators, collective work engagement, and relational service competence
Rosa GrauEsther GraciaMarisa SalanovaEva Cifresubject
Organizational Behavior and Human Resource ManagementService qualitybusiness.industryService designmedia_common.quotation_subjectCollective workPublic relationsStructural equation modelingService workerService qualityPerceptionRelational service competenceOrganizational facilitatorsCollective work engagementbusinessPsychologyCompetence (human resources)Applied Psychologymedia_commondescription
This study aims to test how collective work engagement and relational service competence, as affective and cognitive-competent collective states, mediate the relationship between organizational facilitators and customers' perceptions of service quality. In all, 107 service-oriented units were aggregated from 615 service workers and 2165 customers. Structural equation modelling confirmed that organizational facilitators are related to collective work engagement andrelational service competence, which play a mediating role between organizational facilitators and service quality. Whereas collective work engagement plays a partially mediating role between organizational facilitators and relational service competence, relational service competence plays a fully mediating role between collective work engagement and service quality. A discussion and limitations are also provided.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2013-02-01 |