Artículo
Interpersonal Conflicts in the Unit Impact the Service Quality Rated by Customers: The Mediating Role of Work-UnitWell-Being
Autor/es | Benítez González, Miriam
León Pérez, José María Orgambídez Ramos, Alejandro Medina Díaz, Francisco José |
Departamento | Universidad de Sevilla. Departamento de Psicología Social |
Fecha de publicación | 2021 |
Fecha de depósito | 2021-08-19 |
Publicado en |
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Resumen | Social dynamics at work are crucial for understanding how internal processes in an organization are related to their performance and productivity. Following the Service-Profit Chain (SPC) theory, this study analyses, at ... Social dynamics at work are crucial for understanding how internal processes in an organization are related to their performance and productivity. Following the Service-Profit Chain (SPC) theory, this study analyses, at the work-unit level, how interpersonal conflicts are related to service quality in the hospitality and tourism industry through the shared experience of well-being in the work unit. In other words, we examine the mediating role of two main aspects of workrelated well-being in the unit (job satisfaction and burnout) on the relationship between interpersonal conflicts in the unit and customers’ perceptions of service quality. To do so, we conducted a crosssectional survey study that collected data from 398 service employees (91 work units) and 1233 customers from three and four-star hotels with restaurant in Spain. Using path analysis in Structural Equation Models, our results supported a full mediation model at the work-unit level: interpersonal conflicts in the work unit are related to customers’ service quality perceptions through the workunit’s well-being (job satisfaction and burnout). Therefore, our findings extend the SPC theory by integrating group dynamics and employees’ experiences, which should be enhanced through occupational health-oriented policies and practices to increase service quality. In this sense, this study has implications for the development of intervention programs aiming at improving the occupational well-being and quality of service in hospitality and tourism settings. |
Agencias financiadoras | Junta de Andalucía |
Identificador del proyecto | PAIDI2019-SEJ458 |
Cita | Benítez González, M., León Pérez, J.M., Orgambídez Ramos, A. y Medina Díaz, F.J. (2021). Interpersonal Conflicts in the Unit Impact the Service Quality Rated by Customers: The Mediating Role of Work-UnitWell-Being. International Journal of Environmental Research and Public Health, 18, Article 8137. |
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