Reward climate and its impact on service quality orientation and employee attitudes

Flora CHIANG*, Thomas A. Birtch

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

25 Citations (Scopus)

Abstract

This study examined the mediating role of service quality orientation (SQO) on reward climate and employee attitudes. Using a sample drawn from the hotel industry in Hong Kong, we found that reward climate was significantly associated with job satisfaction and organizational commitment. Employees that perceived a strong service reward climate tended to exhibit a more pronounced SQO and in turn higher levels of job satisfaction and organizational commitment. These findings underscore the importance of reward climate to the process of service provision. Implications for the establishment of a service reward climate are discussed as are suggestions for future research in this promising new area.

Original languageEnglish
Pages (from-to)3-9
Number of pages7
JournalInternational Journal of Hospitality Management
Volume30
Issue number1
DOIs
Publication statusPublished - Mar 2011

Scopus Subject Areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

User-Defined Keywords

  • Job satisfaction
  • Organizational commitment
  • Reward climate
  • Service quality orientation (SQO)

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