Title: The perceived service climate construct and its impact on employee satisfaction

Authors: Prakash K. Chathoth; Brenda Mak; Vinnie Jauhari; Kamal Manaktola

Addresses: Department of Tourism, Leisure, Hotel and Sport Management, Griffith Business School, Griffith University, Nathan Campus, Nathan, QLD 4111, Australia. ' Department of Information Systems, College of Business, San Francisco State University, 1600 Holloway Avenue, San Francisco, CA 94132, USA. ' Institute for International Management and Technology, 336, Udyog Vihar Phase IV, Gurgaon 122001, India. ' American Hotel and Lodging Association Educational Institute, B-3/184, Paschim Vihar, New Delhi 110063, India

Abstract: This study captures the impact of the employees’ perceptions of service climate on their level of satisfaction. The authors extend such a model using underpinnings from the strategy implementation literature to test and develop three competing models of service climate as their impact on employee satisfaction. Results indicate that the model with best fit is one that has a unidirectional relationship between ‘service planning and system’, ‘service execution’ and ‘employee satisfaction’. Implications of this model are discussed from researchers’ and practitioners’ perspectives.

Keywords: service climates; employee perceptions; service planning; service systems; service execution; employee satisfaction; unidirectional relationships; business; systems research.

DOI: 10.1504/IJBSR.2011.043161

International Journal of Business and Systems Research, 2011 Vol.5 No.6, pp.589 - 609

Published online: 22 Apr 2015 *

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