File Download
  Links for fulltext
     (May Require Subscription)
Supplementary

Article: The effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: a multi-level analysis

TitleThe effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: a multi-level analysis
Authors
Issue Date2007
PublisherThe British Psychological Society. The Journal's web site is located at http://www.bps.org.uk/publications/journals/joop/joop_home.cfm
Citation
Journal of Occupational and Organizational Psychology, 2007, v. 80 n. 1, p. 151-172 How to Cite?
AbstractA supervisor's behaviour may not be the only factor that determines the performance of team members (Kerr & Jermier, 1978). Taking this postulation as a basis, we formulated a model to describe how service climate moderates the effects of the leadership behaviour of supervisors. When the organization and working environment are not conducive to providing a good service to colleagues and customers, the supervisor's leadership behaviour makes an important difference. However, when the service climate is good, a supervisor's leadership behaviour makes no substantial difference. This hypothesis was supported in an examination of the service quality of 511 frontline service providers as sampled from 55 work groups in 6 service organizations. The employee service quality was low when both the service climate and the supervisor's leadership behaviour were lacking. However, when the service climate was unfavourable, effective leadership behaviour played a compensatory role in maintaining performance standards towards external customers. When the leadership was ineffective, a favourable service climate nullified the negative effect on service quality to internal customers. © 2007 The British Psychological Society.
Persistent Identifierhttp://hdl.handle.net/10722/169018
ISSN
2015 Impact Factor: 2.059
2015 SCImago Journal Rankings: 1.545
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorHui, CHen_US
dc.contributor.authorChiu, WCKen_US
dc.contributor.authorYu, PLHen_US
dc.contributor.authorCheng, Ken_US
dc.contributor.authorTse, HHMen_US
dc.date.accessioned2012-10-08T03:40:47Z-
dc.date.available2012-10-08T03:40:47Z-
dc.date.issued2007en_US
dc.identifier.citationJournal of Occupational and Organizational Psychology, 2007, v. 80 n. 1, p. 151-172en_US
dc.identifier.issn0963-1798en_US
dc.identifier.urihttp://hdl.handle.net/10722/169018-
dc.description.abstractA supervisor's behaviour may not be the only factor that determines the performance of team members (Kerr & Jermier, 1978). Taking this postulation as a basis, we formulated a model to describe how service climate moderates the effects of the leadership behaviour of supervisors. When the organization and working environment are not conducive to providing a good service to colleagues and customers, the supervisor's leadership behaviour makes an important difference. However, when the service climate is good, a supervisor's leadership behaviour makes no substantial difference. This hypothesis was supported in an examination of the service quality of 511 frontline service providers as sampled from 55 work groups in 6 service organizations. The employee service quality was low when both the service climate and the supervisor's leadership behaviour were lacking. However, when the service climate was unfavourable, effective leadership behaviour played a compensatory role in maintaining performance standards towards external customers. When the leadership was ineffective, a favourable service climate nullified the negative effect on service quality to internal customers. © 2007 The British Psychological Society.en_US
dc.languageengen_US
dc.publisherThe British Psychological Society. The Journal's web site is located at http://www.bps.org.uk/publications/journals/joop/joop_home.cfmen_US
dc.relation.ispartofJournal of Occupational and Organizational Psychologyen_US
dc.titleThe effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: a multi-level analysisen_US
dc.typeArticleen_US
dc.identifier.emailHui, CH: huiharry@hku.hken_US
dc.identifier.emailYu, PLH: plhyu@hkucc.hku.hken_US
dc.identifier.authorityHui, CH=rp00547en_US
dc.identifier.authorityYu, PLH=rp00835en_US
dc.description.naturelink_to_subscribed_fulltexten_US
dc.identifier.doi10.1348/096317905X89391en_US
dc.identifier.scopuseid_2-s2.0-33847652807en_US
dc.identifier.hkuros141186-
dc.identifier.hkuros133606-
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-33847652807&selection=ref&src=s&origin=recordpageen_US
dc.identifier.volume80en_US
dc.identifier.issue1en_US
dc.identifier.spage151en_US
dc.identifier.epage172en_US
dc.identifier.eissn2044-8325-
dc.identifier.isiWOS:000244836500010-
dc.publisher.placeUnited Kingdomen_US
dc.identifier.scopusauthoridHui, CH=16947154300en_US
dc.identifier.scopusauthoridChiu, WCK=7201503416en_US
dc.identifier.scopusauthoridYu, PLH=7403599794en_US
dc.identifier.scopusauthoridCheng, K=8617503400en_US
dc.identifier.scopusauthoridTse, HHM=23973872000en_US
dc.identifier.citeulike1126256-

Export via OAI-PMH Interface in XML Formats


OR


Export to Other Non-XML Formats