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首页> 外文期刊>Journal of Applied Psychology >Do It Well and Do It Right: The Impact of Service Climate and Ethical Climate on Business Performance and the Boundary Conditions
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Do It Well and Do It Right: The Impact of Service Climate and Ethical Climate on Business Performance and the Boundary Conditions

机译：做得对和做对：服务氛围和道德氛围对业务绩效和边界条件的影响

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摘要

Prior research has demonstrated that service climate can enhance unit performance by guiding employees' service behavior to satisfy customers. Extending this literature, we identified ethical climate toward customers as another indispensable organizational climate in service contexts and examined how and when service climate operates in conjunction with ethical climate to enhance business performance of service units. Based on data collected in 2 phases over 6 months from multiple sources of 196 movie theaters, we found that service climate and ethical climate had disparate impacts on business performance, operationalized as an index of customer attendance rate and operating income per labor hour, by enhancing service behavior and reducing unethical behavior, respectively. Furthermore, we found that service behavior and unethical behavior interacted to affect business performance, in such a way that service behavior was more positively related to business performance when unethical behavior was low than when it was high. This interactive effect between service and unethical behaviors was further strengthened by high market turbulence and competitive intensity. These findings provide new insight into theoretical development of service management and offer practical implications about how to maximize business performance of service units by managing organizational climates and employee behaviors synergistically.
机译：先前的研究表明，服务氛围可以通过指导员工的服务行为来满足客户，从而提高单位绩效。通过扩展这些文献，我们将针对客户的道德氛围确定为服务环境中另一个不可或缺的组织氛围，并研究了如何以及何时将服务氛围与道德氛围一起运作，以提高服务部门的业务绩效。根据六个月内从196个电影院的多个来源分两个阶段收集的数据，我们发现服务气氛和道德气氛对业务绩效有不同的影响，可通过提高客户出席率和每工时营业收入的指标来进行运营服务行为和减少不道德行为。此外，我们发现服务行为和不道德行为相互影响，从而影响业务绩效。在这种情况下，不道德行为为低时，服务行为与不道德行为为高时，服务行为与业务绩效之间的关系更为显着。高市场动荡和竞争强度进一步加强了服务与不道德行为之间的这种相互作用。这些发现提供了对服务管理理论发展的新见解，并提供了有关如何通过协同管理组织氛围和员工行为来最大化服务部门业务绩效的实际启示。

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