Service climate as a mediator of organizational empowerment in customer-service employees

  1. Mendoza Sierra, María Isabel 1
  2. Orgambídez Ramos, Alejandro 1
  3. Carrasco González, Ana María 1
  4. León Jariego, José Carlos 1
  1. 1 Universidad de Huelva
    info

    Universidad de Huelva

    Huelva, España

    ROR https://ror.org/03a1kt624

Revista:
The Spanish Journal of Psychology

ISSN: 1138-7416

Año de publicación: 2014

Volumen: 17

Páginas: 1-10

Tipo: Artículo

DOI: 10.1017/SJP.2014.4 DIALNET GOOGLE SCHOLAR lock_openAcceso abierto editor

Otras publicaciones en: The Spanish Journal of Psychology

Resumen

The aim of this study is to examine the mediating role of the service climate between organizational empowerment (i.e., dynamic structural framework, control of workplace decisions, fluidity in information sharing) and service quality (functional and relational). 428 contact employees from 46 hotels participated in the survey. Correlations demonstrated that dynamic structural framework, control decisions, and fluidity in information sharing are related to both functional and relational service quality. Regression analyses and Sobel tests revealed that service climate totally mediated the relationship between all three dimensions of organizational empowerment and relational service quality. Implications for practice and future research are discussed.

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Fuente de los datos: Dialnet