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    Demystifying the impact of service climate and internal service quality on managerial outcomes: Interactive effects of role stressors and managerial levels

    Redden FA 2024 Public.pdf (1.436Mb)
    Access Status
    Open access
    Authors
    Redden, Fabian Angelo
    Date
    2024
    Supervisor
    Piyush Sharma
    Russel Kingshott
    Type
    Thesis
    Award
    DBA
    
    Metadata
    Show full item record
    Faculty
    Business and Law
    School
    School of Management and Marketing
    URI
    http://hdl.handle.net/20.500.11937/95826
    Collection
    • Curtin Theses
    Abstract

    Past studies show that service climate and internal service quality positively influence managerial well-being and performance, however, they do not explain the socio-psychological mechanism underlying this phenomenon. This study addresses this gap with an integrative conceptual model and a set of testable hypotheses. Specifically, it argues that internal service quality would partially mediate the negative effect of service climate on role stressors and fully mediate its positive effect on managerial well-being.

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