Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate.

Salanova, Marisa; Agut Nieto, Sonia; María Peiró Silla, José

doi:10.1037/0021-9010.90.6.1217

Public

Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate.

Published in Journal of Applied Psychology • Jan 1, 2005

Authors:

Marisa Salanova

Sonia Agut Nieto

José María Peiró Silla

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. F...

Subject

Mediation

Loyalty

Organisation climate

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