Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate.
verifiedmedium profile · Journal of Applied Psychology · 2013
Hong, Ying; Liao, Hui; Hu, Jia; Jiang, Kaifeng
How this was studied
A meta-analytic synthesis — it pools many primary studies rather than running a single design, so there is no single-study diagram.
What this article reports
The findings we extracted from this work, normalized into Principia’s relationship form (X → Y). Each feeds the synthesized models below.
Models this article informs
The meta-analytic priors this article contributes evidence to — its place in the broader synthesis.
In the authors’ words
The article’s own abstract.
Service climate captures employees' consensual perceptions of organizations' emphasis on service quality. Although many studies have examined the foundation issues and outcomes of service climate, there is a lack of a comprehensive model explicating the antecedents, outcomes, and moderators of service climate. The current study fills this void in the literature. By conducting a meta-analysis of 58 independent samples (N = 9,363), we found support for service climate as a critical linkage between internal and external service parameters. In addition, we found differential effects of service-oriented versus general human resource practices and leadership on service climate, as well as disparate impacts of service climate contingent on types of service, measures of service climate, and sources of rating. Research and practical implications are discussed.
What the literature says about it
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supports “In their meta-analysis, Hong et al. (2013) reported a positive unit-level correlation between employees’ service climate perceptions and customer satisfaction based on the results of 27 studies.”
supports “Our results confirm the meta-analytical results of Hong et al. (2013) and the findings of a more recent primary study by Graham et al. (2020) that service climate predicts customer satisfaction at a unit level of analysis.”
Ancillary research
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