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

Ruo Yong Zhang, Xin Mei Liu, Hai Zhen Wang and Li Shen

The Service Industries Journal, 2010, vol. 31, issue 14, 2355-2372

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.

Date: 2010
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DOI: 10.1080/02642069.2010.503873

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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