Missing Link in the Service Profit Chain: A Meta-Analytic Review of the Antecedents, Consequences, and Moderators of Service Climate

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 moderator...

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Veröffentlicht in:	Journal of applied psychology 2013-03, Vol.98 (2), p.237-267
Hauptverfasser:	Hong, Ying, Liao, Hui, Hu, Jia, Jiang, Kaifeng
Format:	Artikel
Sprache:	eng
Schlagworte:	Biological and medical sciences Chains Commerce Consequence Corporate culture Customer services Employees Fundamental and applied biological sciences. Psychology Human Resource Management Human resources Humans Leadership Meta Analysis Moderators Occupational psychology Organizational Culture Organizations Parameters Perception Perceptions Personnel Management Profit Profits Psychology. Psychoanalysis. Psychiatry Psychology. Psychophysiology Quality of service Quality of Services Studies Systematic review Work condition. Job performance. Stress
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