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J Appl Psychol. 2005 Nov;90(6):1217-27.

Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate.

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  • 1WONT Research Team and Department of Psychology, Universitat Jaume I, Avenida de Vicent Sos Baynet, s/n, 12017 Castellon, Spain. marisa.salanova@uji.es

Abstract

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.

((c) 2005 APA, all rights reserved).

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