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New insights into the climate–attitudes–outcome framework: Empirical evidence from the Australian service sector

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  • Christine Mathies
  • Liem Viet Ngo

Abstract

Drawing on the climate–attitudes–outcome framework, this article examines the mediating effect of job satisfaction on the relationship between psychological climate perceptions (i.e., service climate, team support, and job security) and the job performance of frontline service employees. The authors further consider whether the link between psychological climate perceptions and job satisfaction may be moderated by three core self-evaluation traits of frontline service staff (emotional labor, self-efficacy, and personal achievement orientation). A survey of 874 frontline service employees reveals that service climate, team support, and job security indirectly contribute to job performance through job satisfaction. When more emotional labor deep acting is performed, the effects of the service climate on job satisfaction grow stronger. However, the effects of team support and job security on job satisfaction are not contingent on self-efficacy or personal achievement orientation, respectively.

Suggested Citation

  • Christine Mathies & Liem Viet Ngo, 2014. "New insights into the climate–attitudes–outcome framework: Empirical evidence from the Australian service sector," Australian Journal of Management, Australian School of Business, vol. 39(3), pages 473-491, August.
    • Handle: RePEc:sae:ausman:v:39:y:2014:i:3:p:473-491
    DOI: 10.1177/0312896213495054
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    References listed on IDEAS

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    Cited by:

    1. Nguyen, Thi Nguyet Que & Ngo, Liem Viet & Surachartkumtonkun, Jiraporn, 2019. "When do-good meets empathy and mindfulness," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 22-29.
    2. Quang Linh Huynh, 2019. "Link from Organizational Financial Performance to Reputation: The Role of Board Composition," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 9(1), pages 109-117, January.

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