Department of Management
Reward climate and its impact on service quality orientation and employee attitudes
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.
Job satisfaction, Organizational commitment, Reward climate, Service quality orientation (SQO)
Source Publication Title
International Journal of Hospitality Management
Chiang, Flora F.T., and Thomas A. Birtch. "Reward climate and its impact on service quality orientation and employee attitudes." International Journal of Hospitality Management 30.1 (2011): 3-9.