http://dx.doi.org/10.1016/j.ijhm.2010.03.007">
 

Document Type

Journal Article

Department/Unit

Department of Management

Title

Reward climate and its impact on service quality orientation and employee attitudes

Language

English

Abstract

This study examined the mediating role of service quality orientation (SQO) on reward climate and employee attitudes. Using a sample drawn from the hotel industry in Hong Kong, we found that reward climate was significantly associated with job satisfaction and organizational commitment. Employees that perceived a strong service reward climate tended to exhibit a more pronounced SQO and in turn higher levels of job satisfaction and organizational commitment. These findings underscore the importance of reward climate to the process of service provision. Implications for the establishment of a service reward climate are discussed as are suggestions for future research in this promising new area. © 2010 Elsevier Ltd.

Keywords

Job satisfaction, Organizational commitment, Reward climate, Service quality orientation (SQO)

Publication Date

2011

Source Publication Title

International Journal of Hospitality Management

Volume

30

Issue

1

Start Page

3

End Page

9

Publisher

Elsevier

ISSN (print)

02784319

ISSN (electronic)

18734693

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