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Service Climate as a Mediator of Organizational Empowerment in Customer-Service Employees

Published online by Cambridge University Press:  20 February 2014

Maria Isabel Mendoza-Sierra ,
Alejandro Orgambídez-Ramos ,
Ana María Carrasco-González  and
José Carlos León-Jariego
Maria Isabel Mendoza-Sierra
Affiliation:
Universidad de Huelva (Spain)
Alejandro Orgambídez-Ramos*
Affiliation:
Universidad de Huelva (Spain)
Ana María Carrasco-González
Affiliation:
Universidad de Huelva (Spain)
José Carlos León-Jariego
Affiliation:
Universidad de Huelva (Spain)
*
*Correspondence concerning this article should be addressed to Alejandro Orgambídez-Ramos. Departamento Psicología Clínica, Experimental y Social. Universidad de Huelva. Avda. Fuerzas Armadas s/n 21071. Huelva (Spain). Phone: +34–959219221. E-mail: [email protected]
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Abstract

The aim of this study is to examine the mediating role of the service climate between organizational empowerment (i.e., dynamic structural framework, control of workplace decisions, fluidity in information sharing) and service quality (functional and relational). 428 contact employees from 46 hotels participated in the survey. Correlations demonstrated that dynamic structural framework, control decisions, and fluidity in information sharing are related to both functional and relational service quality. Regression analyses and Sobel tests revealed that service climate totally mediated the relationship between all three dimensions of organizational empowerment and relational service quality. Implications for practice and future research are discussed.

Keywords

organizational empowermentservice qualityservice climatecontact employees
Type
Research Article
Information
The Spanish Journal of Psychology , Volume 17 , 2014 , E4
Copyright
Copyright © Universidad Complutense de Madrid and Colegio Oficial de Psicólogos de Madrid 2014 

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