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Service climate and employee service performance: exploring the moderating role of job stress and organizational identification

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  • Ruo Yong Zhang
  • Xin Mei Liu
  • Hai Zhen Wang
  • Li Shen

Abstract

Drawing on a sample of 368 frontline employees and 45 managers from five Chinese banks, this study examined the relationship between service climate and frontline employee service performance, including in-role and extra-role performance, and the difference of this relationship considering the moderating role of employee's emotional experience (job stress and organizational identification). Empirical results indicated the positive effect of service climate on service performance as hypothesized. Moreover, job stress negatively moderated the relationship between service climate and extra-role performance, while organizational identification positively moderated the climate--performance relationship.

Suggested Citation

  • Ruo Yong Zhang & Xin Mei Liu & Hai Zhen Wang & Li Shen, 2010. "Service climate and employee service performance: exploring the moderating role of job stress and organizational identification," The Service Industries Journal, Taylor & Francis Journals, vol. 31(14), pages 2355-2372, May.
    • Handle: RePEc:taf:servic:v:31:y:2010:i:14:p:2355-2372
    DOI: 10.1080/02642069.2010.503873
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