The role of climate: implications for service employee engagement and customer service performance

Bulent Menguc, Seigyoung Auh, Volkan Yeniaras, Constantine S. Katsikeas

    Research output: Contribution to journalArticlepeer-review

    29 Scopus citations

    Abstract

    This research attempts to challenge the resource–engagement and engagement–performance linkage of the job demands–resources model by testing these links under the moderating role of two climates: performance-focused and service failure recovery. Two studies test a model on the boundary conditions of the linkages across four service industries. The results suggest that whether a resource (i.e., self-efficacy and job autonomy) positively or negatively affects engagement depends on whether (1) a climate is appraised as a challenge or hindrance demand and (2) a climate is deemed a complementary or compensatory resource. Using multi-respondent data from customer service employees and their supervisors in the health care industry, Study 1 conceptualizes climate as organizational climate and finds that performance-focused climate strengthens (weakens) the positive effect of self-efficacy (job autonomy) on engagement while service failure recovery climate weakens the positive impact of self-efficacy on engagement. Study 2 generalizes the findings from Study 1 and provides broad support by testing the model using psychological climate in the financial services, tourism and hospitality, and retailing industries. This study closes with a configuration approach to climate research by discussing when multiple climates can co-exist under different types of resources.

    Original languageEnglish (US)
    Pages (from-to)428-451
    Number of pages24
    JournalJournal of the Academy of Marketing Science
    Volume45
    Issue number3
    DOIs
    StatePublished - May 1 2017

    Keywords

    • Climate
    • Engagement
    • Job autonomy
    • Job demands–resources model
    • Self-efficacy
    • Service failure recovery

    ASJC Scopus subject areas

    • Business and International Management
    • Economics and Econometrics
    • Marketing

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