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

    35 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)

    Fingerprint

    Dive into the research topics of 'Reward climate and its impact on service quality orientation and employee attitudes'. Together they form a unique fingerprint.

    Cite this