 New insights into the climate–attitudes–outcome framework: Empirical evidence from the Australian service sectorChristine Mathies and Liem Viet Ngo Australian Journal of Management, 2014, vol. 39, issue 3, 473-491 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. Keywords: frontline service employees; job performance; job satisfaction; psychological climate perceptions; work environment (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:sae:ausman:v:39:y:2014:i:3:p:473-491 Access Statistics for this article More articles in Australian Journal of Management from Australian School of Business |
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