Cited by 386Customer Service Quality and LoyaltyJob Satisfaction and Organizational BehaviorEmployee Performance and Motivation

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Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate.

Hong, Ying, Liao, Hui, Hu, Jia, Jiang, Kaifeng·2013·Journal of Applied Psychology

DOI 10.1037/a0031666

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Abstract

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 moderators of service climate. The current study fills this void in the literature. By conducting a meta-analysis of 58 independent samples (N = 9,363), we found support for service climate as a critical linkage between internal and external service parameters. In addition, we found differential effects of service-oriented versus general human resource practices and leadership on service climate, as well as disparate impacts of service climate contingent on types of service, measures of service climate, and sources of rating. Research and practical implications are discussed.

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Authors: Hong, Y., Liao, H., Hu, J., & Jiang, K.
Affiliations: McMaster University (CA)
University of Maryland, College Park (US)
University of Notre Dame (US)
Rutgers, The State University of New Jersey (US)
ORCID: Hong, Ying
Liao, Hui
Hu, Jia
Jiang, Kaifeng
Venue: Journal of Applied Psychology
Publisher: American Psychological Association (APA)
Published: 2013
Volume: 98
Issue: 2
Pages: 237-267
ISSN: 0021-9010 (ISSN-L)
1939-1854
DOI: 10.1037/a0031666
OpenAlex: W2110930378
Cited by: 386
References: 183
Citations by year: 2026: 15 · 2025: 21 · 2024: 25 · 2023: 31 · 2022: 35 · 2021: 41 · 2020: 38 · 2019: 22 · 2018: 37 · 2017: 34 · 2016: 35 · 2015: 31 · 2014: 14 · 2013: 5
FWCI: 58.31
Type: journal article
Language: en
Open access: closed
Locations: Journal of Applied Psychology (publishedVersion)
PubMed (publishedVersion)
Topics: Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Employee Performance and Motivation
Keywords: service climate, service quality, service profit chain, leadership, service types, employee perceptions
MeSH terms: Commerce, Humans, Leadership, Personnel Management, Organizational Culture

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Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate.

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