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  • Title: Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate.
    Author: Salanova M, Agut S, Peiró JM.
    Journal: J Appl Psychol; 2005 Nov; 90(6):1217-27. PubMed ID: 16316275.
    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. Furthermore, customers (N=1,140) from these units provided information on employee performance and customer loyalty. Structural equation modeling analyses were consistent with a full mediation model in which organizational resources and work engagement predict service climate, which in turn predicts employee performance and then customer loyalty. Further analyses revealed a potential reciprocal effect between service climate and customer loyalty. Implications of the study are discussed, together with limitations and suggestions for future research.
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