Results
Title

Validation of a Measure of Service Climate in Organizations.

Authors

Carrasco, Hugo; Martínez-Tur, Vicente; Peiró, José M.; Moliner, Carolina

Abstract

Service climate is critical for organizations pertaining to the service sector. It reflects the importance organizations attribute to service quality and efforts to please customers. Using previous work of Schneider, White, and Paul (1998) as starting point, this research validates a measure of service climate in the Spanish language. Data from two survey study projects were brought together. A total of 120 hotels, located in Spain, participated in the research. The sample consisted of 508 front line hotel employees distributed in 152 work-units. Our results confirmed that construct and predictive validity are satisfactory, with four factors describing the facets of service climate: Global Service Climate, Customer Feedback, Customer Orientation, and Managerial Practices. Findings support the idea that front line employees pertaining to the same work-unit are able to develop shared perceptions of service climate beyond individual differences. The scale is confirmed as a good measure of service climate in the Spanish context.

Subjects

SPAIN; CUSTOMER service research; QUALITY of service; CUSTOMER satisfaction surveys; VALIDITY of statistics; SPANISH language; SURVEYS

Publication

Revista de Psicologia del Trabajo y de Las Organizaciones, 2012, Vol 28, Issue 2, p69

ISSN

1576-5962

Publication type

Academic Journal

DOI

10.5093/tr2012a6