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Article
Publication date: 1 July 2003

Michael C.G. Davidson

This paper examines organizational climate and organizational culture within a hotel industry framework. An argument is put forward that there is a causal link between good…

12382

Abstract

This paper examines organizational climate and organizational culture within a hotel industry framework. An argument is put forward that there is a causal link between good organizational climate and the level of service quality in a hotel. Organizational climate is also examined within the service quality framework to explore the effects of its integration into quality initiatives. A conceptual model of organizational climate and service quality and performance is presented that provides an explanation of the linkage between organizational culture, organizational climate, service quality, customer satisfaction and hotel performance.

Details

International Journal of Contemporary Hospitality Management, vol. 15 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Book part
Publication date: 27 October 2016

Amy M. Hageman and Dann G. Fisher

Tax professionals in public accounting firms must meet professional standards in working with their clients, but may also face pressure from both their clients and firms when…

Abstract

Tax professionals in public accounting firms must meet professional standards in working with their clients, but may also face pressure from both their clients and firms when making ethical decisions. The purpose of this study is to examine the influence of client factors on tax professionals’ ethical decision-making. Furthermore, we also investigate how client service climate and different ethical climate types affect these ethical decisions. Based on an experimental design with 149 practicing tax professionals, results indicate that tax professionals are not swayed by client importance or social interaction with the client when making ethical decisions. However, tax professionals are more likely to engage in ethical behavior when their own accounting firm monitors and tracks the quality of client service, whereas unethical behavior is more common when public accounting firms emphasize using personal ethical beliefs in decision-making. The results of the study suggest the importance of strong policies and procedures to promote ethical decision-making in firms.

Details

Research on Professional Responsibility and Ethics in Accounting
Type: Book
ISBN: 978-1-78560-973-2

Keywords

Article
Publication date: 11 August 2023

Zhao Wang, Yijiao Ye and Xuefeng Liu

This paper aims to investigate how chief executive officer (CEO) responsible leadership impacts corporate social responsibility (CSR) and organization performance by considering…

Abstract

Purpose

This paper aims to investigate how chief executive officer (CEO) responsible leadership impacts corporate social responsibility (CSR) and organization performance by considering diverse organizational climates (including ethical, service and initiative climates) as mediators and CEO founder status as a moderator.

Design/methodology/approach

This study analyzed survey data from 212 service organizations in China with structural equation modeling.

Findings

The results clearly established that CEO responsible leadership played a crucial role in augmenting both CSR and organization performance by shaping positive organizational climates. Notably, CEO responsible leadership significantly fostered ethical, service and initiative climates. Furthermore, an ethical climate promoted CSR and organization performance, whereas service and initiative climates specifically enhanced organization performance. Additionally, responsible CEOs with founder status exhibited a higher propensity for enhancing ethical, service and initiative climates within service organizations.

Practical implications

Service organizations should take measures to build CEO responsible leadership, especially for CEOs with founder status. Furthermore, service organizations should motivate employees to reach consensus on ethical conducts, superior service and proactive approach to work.

Originality/value

First, the findings on CEO responsible leadership’s effects on CSR and organization performance extend the research on responsible leadership outcomes. Second, this paper adds to responsible leadership literature through exploring the mediating effects of ethical, service and initiative climates. Finally, the finding on the moderating role of founder CEOs offers a novel perspective regarding the boundary condition of the effects of CEO responsible leadership.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 1 December 2001

Mahn Hee Yoon, Sharon E. Beatty and Jaebeom Suh

This paper examines several work climate variables and their impact on service quality. While there exists a variety of work climates relevant to contact employees during service…

6504

Abstract

This paper examines several work climate variables and their impact on service quality. While there exists a variety of work climates relevant to contact employees during service encounters, this study investigates two components for successful implementation of internal marketing, service climate and supportive management. Both climate variables are proposed to affect the attitudes and behaviors of employees, and consequently affect customers’ perceptions of employees’ service performance. This study, which combines perceptions from customers and their contact employees, shows that both climate variables contribute directly to job satisfaction and work effort, and indirectly impact on customers’ perceptions of employee service quality. Also, the empirical results indicate that in addition to job satisfaction, employees’ work effort also plays a strong, central role in determining customers’ perceptions of employee service quality.

Details

International Journal of Service Industry Management, vol. 12 no. 5
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 9 May 2016

Jun Huang, Weiwen Li, Canhua Qiu, Frederick Hong-kit Yim and Junbao Wan

The purpose of this paper is to draw on the theory of servant leadership to examine the influence of chief executive officer (CEO) servant leadership on firm performance in the…

4921

Abstract

Purpose

The purpose of this paper is to draw on the theory of servant leadership to examine the influence of chief executive officer (CEO) servant leadership on firm performance in the hospitality industry. It examined the mediating role of the service climate and the moderating role of competitive intensity in the relationship between CEO servant leadership and firm performance.

Design/methodology/approach

Multiple regression was used to analyze multi-wave, multi-source data from 92 hotels in China. A moderated path analysis was used to test the moderating effects.

Findings

CEO servant leadership positively influenced firm performance via the service climate in the hospitality industry. Competitive intensity strengthened the direct effect of the service climate on firm performance, and the indirect effect of CEO servant leadership on firm performance via service climate.

Research limitations/implications

The findings offer managerial insights into CEO succession, service management and human resource management.

Originality/value

This is one of the first studies to investigate how and when CEO servant leadership might shape firm outcomes in the hospitality industry. Theoretically, the findings enrich our understanding of how CEO leadership might shape firm-level outcomes.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 8 January 2018

Hee Jung (Annette) Kang, James Busser and Hyung-Min Choi

This study aims to develop a conceptual model of service climate in hospitality, which tests its relationship with psychological capital (PsyCap), quality of work life (QWL) and…

2504

Abstract

Purpose

This study aims to develop a conceptual model of service climate in hospitality, which tests its relationship with psychological capital (PsyCap), quality of work life (QWL) and turnover intention.

Design/methodology/approach

Data were collected among hotel employees by using an intercept approach and Qualtrics online survey system. Structural equation modeling examined the hypothesized relationships among the constructs in the conceptual model.

Findings

Service climate showed a positive relationship with PsyCap and QWL, and PsyCap partially mediated this relationship. Employees’ level of PsyCap had a powerful impact on QWL. Specifically, employee QWL was a critical mediator (full mediation) between service climate and turnover intention. Finally, PsyCap and QWL showed combined mediating effects between service climate and turnover intention.

Research limitations/implications

This study extends the service climate literature in hospitality by offering a new conceptual model representing employees’ perceptions of service climate that influence their willingness to leave the organization with the mediating effects of PsyCap and QWL based on the theory of work adjustment.

Practical implications

The theory of work adjustment provides a deeper understanding of how employees’ perception of service climate affects their turnover intention in hospitality, based on a sample of hotel employees.

Originality/value

This study demonstrates the importance of service climate in understanding the turnover intention of hotel employees.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 21 November 2016

Ronnie Jia, Blaize Horner Reich and Heather H. Jia

This study aims to extend service climate research from its existing focus on routine service for external clients into a knowledge-intensive, internal (KII) service setting. This…

Abstract

Purpose

This study aims to extend service climate research from its existing focus on routine service for external clients into a knowledge-intensive, internal (KII) service setting. This extension was important because internal knowledge workers may operate from a monopolistic perspective and not view themselves as service providers because of the technical/professional nature of their work.

Design/methodology/approach

Two surveys were distributed in participating organizations. One survey, completed by employees in information technology (IT) service units, contains measures of service climate, climate antecedents and technical competence. The second survey, filled out by members of their corporate customer units, taps their evaluations of service quality.

Findings

Service climate in IT service units significantly predicted service evaluations by their respective customer units. Importantly, service climate was more predictive than IT service employees’ technical competency. Role ambiguity, empowerment and work facilitation were also found to be significant service climate antecedents.

Research limitations/implications

These results provided strong empirical evidence supporting an extension of the existing service climate research to KII service settings. To the extent that front-line service employees rely on internal support to deliver quality service to external customers, managers should work to enhance the service climate in internal support units, which ultimately improves external service quality.

Originality/value

This is the first study that establishes the robustness of the service climate construct in KII service settings. It makes service climate a useful managerial tool for improving both internal and external service quality.

Details

International Journal of Quality and Service Sciences, vol. 8 no. 4
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 15 May 2007

John Walker

This paper aims to report on the findings of a study into staff perceptions of service climate in New Zealand English language centres (ELCs) offering ESOL (English for Speakers…

1283

Abstract

Purpose

This paper aims to report on the findings of a study into staff perceptions of service climate in New Zealand English language centres (ELCs) offering ESOL (English for Speakers of Other Languages) courses.

Design/methodology/approach

A 71‐item questionnaire based on a Likert scale was used to survey non‐management teaching and administrative staff about their perceptions of the climate quality in their institutions.

Findings

The paper finds that staff in New Zealand ELCs demonstrated a positive perception of the service climate quality in their institutions. Service orientation was viewed as the most positive aspect of ELC service climate. Management aspects were not so positively perceived. The least positively‐perceived aspect of the service climate was resourcing. Significant differences in climate perceptions were identified among staff sub‐groups, and between staff in different ELC types.

Research limitations/implications

The limitations of convenience samples are acknowledged. Further research is advocated into management and administrative aspects of ELCs operating in the private sector, as well as into the operation of other educational institutions in a commercial environment.

Practical implications

The paper shows that ELCs are doing well in terms of “soft” service management areas, e.g. service orientation and client focus, but need to pay more attention to the “hard” areas such as resourcing and basic management competencies.

Originality/value

ESOL (English for Speakers of Other Languages) administration and management is a highly under‐researched area. This is one of the few pieces of empirical research in this sector, and thus represents a unique contribution to the literature. The findings will be of interest to anyone working and/or researching in the area of ELC/ESOL management, or in the area of private education provision.

Details

Journal of Educational Administration, vol. 45 no. 3
Type: Research Article
ISSN: 0957-8234

Keywords

Article
Publication date: 3 September 2019

Narges Kia, Beni Halvorsen and Timothy Bartram

Against the backdrop of the Royal Commission into Misconduct in the Banking, Superannuation and Finance Services Industry in Australia, this study on ethical leadership is timely…

3777

Abstract

Purpose

Against the backdrop of the Royal Commission into Misconduct in the Banking, Superannuation and Finance Services Industry in Australia, this study on ethical leadership is timely. The purpose of this paper is to examine the mediating effects of organisational identification, customer orientated behaviour, service climate and ethical climate on the relationship between ethical leadership and employee in-role performance.

Design/methodology/approach

The hypotheses were tested using a two-wave survey study of 233 bank employees in Australia.

Findings

Evidence from the study indicated that organisational identification, service climate and ethical climate mediate the relationship between ethical leadership and employee in-role performance. Surprisingly, the proposed mediation effect of customer orientation was not supported. However, ethical leadership was positively associated with customer orientated behaviour among employees.

Research limitations/implications

Limitations of the study include collecting data at two time points, thereby rendering the study cross-sectional. Employee in-role performance was a self-rated measure.

Practical implications

This study showed that ethical leadership is critical to improving employee perceptions and experience of an organisation’s service climate, ethical climate, organisational identification, customer orientated behaviour and employee in-role performance. The authors raise a number of HRM implications for the development and enablement of ethical leaders in the banking context.

Originality/value

The findings presented in this paper highlight that ethical leadership is critical to improving employee perceptions and experience of an organisation’s service climate, ethical climate, organisational identification, customer orientated behaviour and employee in-role performance.

Article
Publication date: 29 May 2018

Hung Trong Hoang, Sally Rao Hill, Vinh Nhat Lu and Susan Freeman

Drawing on social exchange theory, the purpose of this paper is to develop and test an integrative model of internal and external factors determining employee perceptions of their…

Abstract

Purpose

Drawing on social exchange theory, the purpose of this paper is to develop and test an integrative model of internal and external factors determining employee perceptions of their organizational service climate.

Design/methodology/approach

Data are collected from a sample of 549 service employees in local and foreign-owned service firms in the emerging market of Vietnam. Structural equation modeling is used to test the hypothesized relationships.

Findings

Leadership commitment to service quality, internal processes and service standards, work facilitation resources and service-oriented human resource practices are positively associated with service climate. Internal customer service mediates the effects of these variables on service climate, with the exception of work facilitation resources. Furthermore, competitive intensity negatively moderates the impact of the internal drivers on service climate. The results also suggest that, depending on the ownership types (local vs foreign firms), the influences of the internal drivers of service climate might differ.

Originality/value

Despite the recognition of the role of organizational resources in fostering service climate, the integration and processes by which such resources influence service climate have not been fully examined. In particular, little is known about the external factors facilitating or hindering service climate, especially from an emerging market perspective. By examining both internal and external drivers of service climate under different ownership types, this paper enriches the existing knowledge on service climate and provides important implications for service firms operating in emerging markets.

Details

Journal of Services Marketing, vol. 32 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

1 – 10 of over 61000