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Service climate and employee well being in higher education

Published online by Cambridge University Press:  02 February 2015

Angela Martin
Angela Martin*
Affiliation:
University of Tasmania, School of Management, Hobart TAS, Australia
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Abstract

A growing emphasis on the discourse of ‘student as customer’ has increased the salience of the concept of service climate in universities and anecdotal evidence suggests that this may have placed increased pressure on staff. This study investigated the relationship between service climate and psychological well being in a sample of 340 university staff. Questionnaire data was analysed using structural equation modelling showed that a positive service climate was negatively related to job-induced tension and positively related to job satisfaction. Job-induced tension also mediated the effects of service climate on psychological dysfunction and job satisfaction. Implications for management of university stakeholder relationships and directions for future research are discussed.

Keywords

service climatestudentsemployee well beinguniversity employeesjob satisfaction
Type
Research Article
Information
Journal of Management & Organization , Volume 14 , Issue 2 , May 2008 , pp. 155 - 167
Copyright
Copyright © Cambridge University Press and Australian and New Zealand Academy of Management 2008

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