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首页> 外文期刊>Journal of Applied Psychology >Missing Link in the Service Profit Chain: A Meta-Analytic Review of the Antecedents, Consequences, and Moderators of Service Climate
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Missing Link in the Service Profit Chain: A Meta-Analytic Review of the Antecedents, Consequences, and Moderators of Service Climate

机译：服务利润链中的缺失环节：对服务氛围的前因，后果和主持人的荟萃分析

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摘要

Service climate captures employees' consensual perceptions of organizations' emphasis on service quality. Although many studies have examined the foundation issues and outcomes of service climate, there is a lack of a comprehensive model explicating the antecedents, outcomes, and moderators of service climate. The current study fills this void in the literature. By conducting a meta-analysis of 58 independent samples (N = 9,363), we found support for service climate as a critical linkage between internal and external service parameters. In addition, we found differential effects of service-oriented versus general human resource practices and leadership on service climate, as well as disparate impacts of service climate contingent on types of service, measures of service climate, and sources of rating. Research and practical implications are discussed.
机译：服务氛围反映了员工对组织对服务质量的重视的共识。尽管许多研究已经检查了服务环境的基础问题和结果，但是仍然缺乏一个全面的模型来阐明服务环境的前提，结果和调节者。当前的研究填补了文献中的空白。通过对58个独立样本（N = 9,363）进行荟萃分析，我们发现支持服务环境是内部和外部服务参数之间的关键联系。此外，我们发现面向服务的人力资源实践与一般的人力资源实践和领导对服务环境的影响不同，以及服务环境视情况对服务类型，服务环境度量和等级来源的不同影响。讨论了研究和实际意义。

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