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首页> 外文期刊>Journal of Applied Psychology >Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate
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Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate

机译：将组织资源和工作投入与员工绩效和客户忠诚度联系起来：服务氛围的中介

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摘要

This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N = 342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N = 1,140) from these units provided information on employee performance and customer loyalty. Structural equation modeling analyses were consistent with a full mediation model in which organizational resources and work engagement predict service climate, which in turn predicts employee performance and then customer loyalty. Further analyses revealed a potential reciprocal effect between service climate and customer loyalty. Implications of the study are discussed, together with limitations and suggestions for future research.
机译：这项研究考察了服务氛围在预测员工绩效和客户忠诚度方面的中介作用。来自114个服务部门（58个酒店前台和56个餐厅）的联系员工（N = 342）提供了有关组织资源，敬业度和服务氛围的信息。此外，这些部门的客户（N = 1,140）提供了有关员工绩效和客户忠诚度的信息。结构方程模型分析与完整的中介模型一致，在该模型中，组织资源和工作投入可以预测服务氛围，进而可以预测员工绩效，然后预测客户忠诚度。进一步的分析表明，服务氛围和客户忠诚度之间可能存在相互影响。讨论了研究的意义，以及对未来研究的局限性和建议。

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