dc.creator | Benítez González, Miriam | es |
dc.creator | León Pérez, José María | es |
dc.creator | Orgambídez Ramos, Alejandro | es |
dc.creator | Medina Díaz, Francisco José | es |
dc.date.accessioned | 2021-08-19T09:20:05Z | |
dc.date.available | 2021-08-19T09:20:05Z | |
dc.date.issued | 2021 | |
dc.identifier.citation | 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. | |
dc.identifier.issn | 1660-4601 | es |
dc.identifier.uri | https://hdl.handle.net/11441/125119 | |
dc.description.abstract | 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. | es |
dc.description.sponsorship | Junta de Andalucía PAIDI2019-SEJ458 | es |
dc.format | application/pdf | es |
dc.format.extent | 13 p. | es |
dc.language.iso | eng | es |
dc.publisher | MDPI | es |
dc.relation.ispartof | International Journal of Environmental Research and Public Health, 18, Article 8137. | |
dc.rights | Attribution-NonCommercial-NoDerivatives 4.0 Internacional | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | * |
dc.subject | interpersonal conflict | es |
dc.subject | burnout | es |
dc.subject | job satisfaction | es |
dc.subject | service quality | es |
dc.subject | work-unit performance | es |
dc.subject | tourism and hospitality | es |
dc.subject | occupational health and well-being | es |
dc.title | Interpersonal Conflicts in the Unit Impact the Service Quality Rated by Customers: The Mediating Role of Work-UnitWell-Being | es |
dc.type | info:eu-repo/semantics/article | es |
dcterms.identifier | https://ror.org/03yxnpp24 | |
dc.type.version | info:eu-repo/semantics/publishedVersion | es |
dc.rights.accessRights | info:eu-repo/semantics/openAccess | es |
dc.contributor.affiliation | Universidad de Sevilla. Departamento de Psicología Social | es |
dc.relation.projectID | PAIDI2019-SEJ458 | es |
dc.relation.publisherversion | https://doi.org/10.3390/ijerph18158137 | es |
dc.identifier.doi | 10.3390/ijerph18158137 | es |
dc.journaltitle | International Journal of Environmental Research and Public Health | es |
dc.publication.issue | 18 | es |
dc.publication.initialPage | Article 8137 | es |
dc.contributor.funder | Junta de Andalucía | es |