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dc.contributor.authorHarry Hui, C.en_US
dc.contributor.authorC. K. Chiu, Warrenen_US
dc.contributor.authorL. H. Yu, Philipen_US
dc.contributor.authorCheng, Kevinen_US
dc.contributor.authorH. M. Tse, Hermanen_US
dc.contributor.editorJohn Arnolden_US
dc.date.accessioned2017-04-24T12:55:59Z
dc.date.available2017-04-24T12:55:59Z
dc.date.issued2007en_US
dc.date.modified2010-02-08T06:51:29Z
dc.identifier.issn09631798en_US
dc.identifier.doi10.1348/096317905X89391en_AU
dc.identifier.urihttp://hdl.handle.net/10072/28653
dc.description.abstractA supervisor's behaviour may not be the only factor that determines the performance of team members (Kerr & Jermier, 1978). Taking this postulation as a basis, we formulated a model to describe how service climate moderates the effects of the leadership behaviour of supervisors. When the organization and working environment are not conducive to providing a good service to colleagues and customers, the supervisor's leadership behaviour makes an important difference. However, when the service climate is good, a supervisor's leadership behaviour makes no substantial difference. This hypothesis was supported in an examination of the service quality of 511 frontline service providers as sampled from 55 work groups in 6 service organizations. The employee service quality was low when both the service climate and the supervisor's leadership behaviour were lacking. However, when the service climate was unfavourable, effective leadership behaviour played a compensatory role in maintaining performance standards towards external customers. When the leadership was ineffective, a favourable service climate nullified the negative effect on service quality to internal customers.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherThe British Psychological Soceityen_US
dc.publisher.placeU.Ken_US
dc.relation.ispartofstudentpublicationNen_AU
dc.relation.ispartofpagefrom151en_US
dc.relation.ispartofpageto172en_US
dc.relation.ispartofissue1en_US
dc.relation.ispartofjournalJournal of Occupational and Organizational Psychologyen_US
dc.relation.ispartofvolume80en_US
dc.rights.retentionYen_AU
dc.subject.fieldofresearchOrganisational Behaviouren_US
dc.subject.fieldofresearchcode150311en_US
dc.titleThe effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: A multi-level analysisen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.date.issued2007
gro.hasfulltextNo Full Text


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