The DOI matches its Crossref record; 181 of the 183 references it cites were found in a registry or an index.
Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate.
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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“Leadership has been found to be a significant predictor of organizational climate [25].”
From Leading the charge in the education sector: development and validation of the School Implementation Leadership Scale (SILS) (2022) · cites this paper as [25]
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Cites
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2 of the 183 references couldn’t be matched to a known paper.
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Service research priorities in a rapidly changing context
Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015) · Journal of Service Research · doi:10.1177/1094670515576315 · Cited by 1,469
Psychological Safety: A Meta‐Analytic Review and Extension
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An aspirational framework for strategic human resource management
Jackson, S. E., Schuler, R. S., & Jiang, K. (2014) · Academy of Management Annals · doi:10.5465/19416520.2014.872335 · Cited by 677
Self-citationJob attitudes, job satisfaction, and job affect: A century of continuity and of change.
Judge, T. A., Weiss, H. M., Kammeyer‐Mueller, J. D., & Hulin, C. L. (2017) · Journal of Applied Psychology · doi:10.1037/apl0000181 · Cited by 784
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Metadata
- 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)
- Venue
- Journal of Applied Psychology
- Published
- 2013
- Volume
- 98
- Issue
- 2
- Pages
- 237-267
- ISSN
- 0021-9010 (ISSN-L)
- 1939-1854
- 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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