Drivers of service climate: an emerging market perspective

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dc.contributor.authorHoang, Hung Trong
dc.contributor.authorRao Hill, Sally
dc.contributor.authorLu, Vinh
dc.contributor.authorFreeman, Susan
dc.date.accessioned2021-10-27T01:09:18Z
dc.date.issued2018
dc.date.updated2020-11-23T11:39:16Z
dc.description.abstractPurpose: Drawing on social exchange theory, the purpose of this paper is to develop and test an integrative model of internal and external factors determining employee perceptions of their organizational service climate. Design/methodology/approach: Data are collected from a sample of 549 service employees in local and foreign-owned service firms in the emerging market of Vietnam. Structural equation modeling is used to test the hypothesized relationships. Findings: Leadership commitment to service quality, internal processes and service standards, work facilitation resources and service-oriented human resource practices are positively associated with service climate. Internal customer service mediates the effects of these variables on service climate, with the exception of work facilitation resources. Furthermore, competitive intensity negatively moderates the impact of the internal drivers on service climate. The results also suggest that, depending on the ownership types (local vs foreign firms), the influences of the internal drivers of service climate might differ. Originality/value: Despite the recognition of the role of organizational resources in fostering service climate, the integration and processes by which such resources influence service climate have not been fully examined. In particular, little is known about the external factors facilitating or hindering service climate, especially from an emerging market perspective. By examining both internal and external drivers of service climate under different ownership types, this paper enriches the existing knowledge on service climate and provides important implications for service firms operating in emerging marketsen_AU
dc.format.mimetypeapplication/pdfen_AU
dc.identifier.issn0887-6045en_AU
dc.identifier.urihttp://hdl.handle.net/1885/251214
dc.language.isoen_AUen_AU
dc.publisherEmerald Group Publishing Ltd.en_AU
dc.rights© Emerald Publishing Limiteden_AU
dc.sourceJournal of Services Marketingen_AU
dc.subjectSocial exchange theoryen_AU
dc.subjectService climateen_AU
dc.subjectCompetitive intensityen_AU
dc.subjectOwnership typeen_AU
dc.titleDrivers of service climate: an emerging market perspectiveen_AU
dc.typeJournal articleen_AU
local.bibliographicCitation.issue4en_AU
local.bibliographicCitation.lastpage492en_AU
local.bibliographicCitation.startpage476en_AU
local.contributor.affiliationHoang, Hung Trong, University of Adelaideen_AU
local.contributor.affiliationRao Hill, Sally, University of Adelaideen_AU
local.contributor.affiliationLu, Vinh, College of Business and Economics, ANUen_AU
local.contributor.affiliationFreeman, Susan, Business School, The University of South Australiaen_AU
local.contributor.authoremailu4906741@anu.edu.auen_AU
local.contributor.authoruidLu, Vinh, u4906741en_AU
local.description.embargo2099-12-31
local.description.notesImported from ARIESen_AU
local.identifier.absfor150501 - Consumer-Oriented Product or Service Developmenten_AU
local.identifier.absfor150503 - Marketing Management (incl. Strategy and Customer Relations)en_AU
local.identifier.absseo970115 - Expanding Knowledge in Commerce, Management, Tourism and Servicesen_AU
local.identifier.ariespublicationa383154xPUB10348en_AU
local.identifier.citationvolume32en_AU
local.identifier.doi10.1108/JSM-06-2017-0208en_AU
local.identifier.scopusID2-s2.0-85047660293
local.identifier.uidSubmittedBya383154en_AU
local.publisher.urlhttp://www.emeraldinsight.com/loi/jsmen_AU
local.type.statusPublished Versionen_AU

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