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    Exploring service climate and employee performance in multicultural service settings

    255502.pdf (342.4Kb)
    Access Status
    Open access
    Authors
    Fung, C.
    Sharma, Piyush
    Wu, Z.
    Su, Y.
    Date
    2017
    Type
    Journal Article
    
    Metadata
    Show full item record
    Citation
    Fung, C. and Sharma, P. and Wu, Z. and Su, Y. 2017. Exploring service climate and employee performance in multicultural service settings. Journal of Services Marketing. 31 (7): pp. 784-798.
    Source Title
    Journal of Services Marketing
    DOI
    10.1108/JSM-08-2016-0316
    School
    School of Marketing
    URI
    http://hdl.handle.net/20.500.11937/56632
    Collection
    • Curtin Research Publications
    Abstract

    Purpose: The purpose of this paper is to introduce a new conceptual model that incorporates internal service quality as a mediator between service climate and employee performance and two personal cultural orientations (independence and interdependence) as the moderators of these relationships. Design/methodology/approach: An online survey of 353 employees representing 19 different nationalities, working in 18 branches and offices of a multinational business-to-business (B2B) civil engineering services firm, spread across 14 countries. Findings: All the hypotheses are supported. Specifically, internal service quality mediates the influence of service climate on employee performance and these relationships are stronger for employees with interdependent (vs independent) cultural orientations. Research limitations/implications: This paper uses data collected from the employees in a single B2B firm in one industry (Civil Engineering Services) and focuses on a few key variables, which may restrict the generalizability of its findings. Practical implications: The findings of this paper highlight the importance of cultural factors in building a service climate in multinational service organizations to help their employees work more effectively and efficiently with their colleagues from diverse cultural backgrounds. Originality/value: This paper clarifies the relationships among service climate, internal service quality and employee performance, by showing that internal service quality mediates the influence of service climate on employee performance.

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