IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v13y2021i3p1172-d485448.html
   My bibliography  Save this article

Service Climate and Empowerment for Customer Service Quality among Vietnamese Employees at Restaurants

Author

Listed:
  • Loan Pham Thi Phuong

    (Department of Hospitality and Tourism Management, Sejong University, Seoul 05006, Korea)

  • Young-joo Ahn

    (Department of Hospitality and Tourism Management, Sejong University, Seoul 05006, Korea
    Tourism Industry Data Analytics Lab (TIDAL), Department of Hospitality and Tourism Management, Sejong University, Seoul 05006, Korea)

Abstract

This study examines the relationship between service climate, empowerment, and organizational citizenship behavior among Vietnamese employees at restaurants in urban areas of South Korea. Moreover, the mediating role of empowerment between service climate and organizational citizenship behavior is investigated. From a sample of 209 Vietnamese respondents working in Asian ethnic restaurants, the findings indicate that work facilitation is the most influential service climate that affects empowerment. However, two service climate factors—managerial support and customer orientation—are not statistically significant. Moreover, organizational citizenship behavior among employees is enhanced not only by service climate but also by empowerment. This study provides empirical evidence of employee perceptions of service climate and of the influence of service climate on employee empowerment and organizational citizenship behavior for customer service quality. This study expands the knowledge regarding foreign employees at restaurants and provides important theoretical and practical implications for creating a sustainable work environment and empowering employees who strive for an excellent quality of customer service in the context of the restaurant industry.

Suggested Citation

  • Loan Pham Thi Phuong & Young-joo Ahn, 2021. "Service Climate and Empowerment for Customer Service Quality among Vietnamese Employees at Restaurants," Sustainability, MDPI, vol. 13(3), pages 1-14, January.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:3:p:1172-:d:485448
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/13/3/1172/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/13/3/1172/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Jinill Kim & Kyounghoon Park, 2017. "Demographic Policies against Aging in OECD countries (in Korean)," Working Papers 2017-22, Economic Research Institute, Bank of Korea.
    2. Chow, Cheris W.C. & Lai, Jennifer Y.M. & Loi, Raymond, 2015. "Motivation of travel agents' customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation," Tourism Management, Elsevier, vol. 48(C), pages 362-369.
    3. Ashforth, Blake E., 1989. "The experience of powerlessness in organizations," Organizational Behavior and Human Decision Processes, Elsevier, vol. 43(2), pages 207-242, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Bassam Dalal & Ahmad Aljarah, 2021. "How Brand Symbolism, Perceived Service Quality, and CSR Skepticism Influence Consumers to Engage in Citizenship Behavior," Sustainability, MDPI, vol. 13(11), pages 1-18, May.
    2. Hyung-Min Choi & Daniel Kessler, 2022. "Airline Cabin Crew Members’ Ambidexterity as the Sustainable Attitude for Prosocial Passenger Service," Sustainability, MDPI, vol. 15(1), pages 1-18, December.
    3. Zoirova Shokhsanam & Young-joo Ahn, 2021. "Employee Service Quality at Uzbekistani Halal Restaurants Amid the COVID-19 Pandemic," Sustainability, MDPI, vol. 13(10), pages 1-14, May.
    4. Kyle A. Hanners & Shawna Malvini Redden, 2021. "Communicating Values to Cultivate Sustainable Occupational Identity: How Restaurant Workers Resist Service Work Stigma," Sustainability, MDPI, vol. 13(15), pages 1-17, August.
    5. Youngsam Cho & Yongduk Choi, 2021. "When and How Does Sustainable HRM Improve Customer Orientation of Frontline Employees? Satisfaction, Empowerment, and Communication," Sustainability, MDPI, vol. 13(7), pages 1-14, March.
    6. Hugo Palácios & Helena de Almeida & Maria José Sousa, 2021. "A Bibliometric Analysis of Service Climate as a Sustainable Competitive Advantage in Hospitality," Sustainability, MDPI, vol. 13(21), pages 1-27, November.
    7. Kyung Hwa Seo & Jee Hye Lee, 2021. "Understanding Risk Perception toward Food Safety in Street Food: The Relationships among Service Quality, Values, and Repurchase Intention," IJERPH, MDPI, vol. 18(13), pages 1-13, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Cristiana Bessa & Peter Hastie & António Rosado & Isabel Mesquita, 2021. "Sport Education and Traditional Teaching: Influence on Students’ Empowerment and Self-Confidence in High School Physical Education Classes," Sustainability, MDPI, vol. 13(2), pages 1-14, January.
    2. Suk-Kyu Kim & Yunduk Jeong, 2021. "Developing the Healthy and Competitive Organization in the Sports Environment: Focused on the Relationships between Organizational Justice, Empowerment and Job Performance," IJERPH, MDPI, vol. 18(17), pages 1-15, August.
    3. Maha Dajani & Mohamad Saad Mohamad, 2017. "Perceived Organisational Injustice and Counterproductive Behaviour: The Mediating Role of Work Alienation Evidence from the Egyptian Public Sector," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(5), pages 192-192, April.
    4. Hall, Matthew, 2008. "The effect of comprehensive performance measurement systems on role clarity, psychological empowerment and managerial performance," Accounting, Organizations and Society, Elsevier, vol. 33(2-3), pages 141-163.
    5. Ramesh Darbha & Abhilash Ponnam & Rik Paul & S. Sreejesh, 2022. "Discerning the antecedents determining empowerment of life insurance agents: an empirical examination," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(4), pages 279-290, December.
    6. K. Dewettinck & J. Singh & D. Buyens, 2003. "Psychological Empowerment in the Workplace: Reviewing the Empowerment Effects on Critical Work Outcomes," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 03/210, Ghent University, Faculty of Economics and Business Administration.
    7. Abu Elnasr E. Sobaih & Ahmed E. Abu Elnasr, 2024. "Challenges to Cracking the Glass Ceiling among Saudi Women in the Tourism Industry," Tourism and Hospitality, MDPI, vol. 5(1), pages 1-22, March.
    8. Goerz, Katharina, 2021. "The empowered project manager: Employee perception of empowerment," Journal of Applied Leadership and Management, Hochschule Kempten - University of Applied Sciences, Professional School of Business & Technology, vol. 9, pages 41-60.
    9. Yinglin Huang & Claude Francoeur & Stephen Brammer, 2022. "What drives and curbs brownwashing?," Business Strategy and the Environment, Wiley Blackwell, vol. 31(5), pages 2518-2532, July.
    10. Ozge Tayfur, 2012. "The Antecedents and Consequences of Learned Helplessness in Work Life," Information Management and Business Review, AMH International, vol. 4(7), pages 417-427.
    11. Alisher Tohirovich Dedahanov & Faridun Bozorov & Sanghyun Sung, 2019. "Paternalistic Leadership and Innovative Behavior: Psychological Empowerment as a Mediator," Sustainability, MDPI, vol. 11(6), pages 1-14, March.
    12. Chien Mu Yeh, 2019. "The relationship between tourism involvement, organizational commitment and organizational citizenship behaviors in the hotel industry," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 25(1), pages 75-93, May.
    13. Soyeon Kim & Neena Gopalan & Nicholas Beutell, 2023. "Sustainability through Humility: The Impact of Humble Leadership on Work–Family Facilitation in the U.S. and Japan," Sustainability, MDPI, vol. 15(19), pages 1-16, September.
    14. Young-joo Ahn & Jeanne Bessiere, 2022. "The Role of Participative Leadership in Empowerment and Resident Participation," Sustainability, MDPI, vol. 14(18), pages 1-16, September.
    15. Xu Huang & Kan Shi & Zhijie Zhang & Yat Cheung, 2006. "The impact of participative leadership behavior on psychological empowerment and organizational commitment in Chinese state-owned enterprises: the moderating role of organizational tenure," Asia Pacific Journal of Management, Springer, vol. 23(3), pages 345-367, September.
    16. Kundu, Goutam Kumar & Mishra, Bidhu Bhusan, 2012. "Impact of reform and privatisation on employees a case study of power sector reform in Orissa, India," Energy Policy, Elsevier, vol. 45(C), pages 252-262.
    17. Pierre Garner & Loris Guery, 2021. "Humour adaptatif, estime de soi, impuissance acquise et position managériale : étude d’un modèle de médiation modérée," Post-Print hal-03447764, HAL.
    18. Zhongwei Zhu & Tingyu Qian & Lei Liu, 2023. "Evolutionary Simulation of Carbon-Neutral Behavior of Urban Citizens in a “Follow–Drive” Perspective," Sustainability, MDPI, vol. 15(13), pages 1-28, July.
    19. James Wangombe & Tecle H. Yohannes, 2018. "Relationship between Organizational Climate, Employee Psychological Empowerment, and Innovation in Market Research Firms in Kenya," Applied Finance and Accounting, Redfame publishing, vol. 4(1), pages 11-30, February.
    20. Mariano L. M. Heyden & Sebastian P. L. Fourné & Bastiaan A. S. Koene & Renate Werkman & Shahzad (Shaz) Ansari, 2017. "Rethinking ‘Top‐Down’ and ‘Bottom‐Up’ Roles of Top and Middle Managers in Organizational Change: Implications for Employee Support," Journal of Management Studies, Wiley Blackwell, vol. 54(7), pages 961-985, November.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:13:y:2021:i:3:p:1172-:d:485448. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.