2021-08-192021-08-192021Benítez 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-Unit Well-Being. International Journal of Environmental Research and Public Health, 18, Article 8137.1660-4601https://hdl.handle.net/11441/125119Social 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.application/pdf13 p.engAttribution 4.0 Internacionalhttp://creativecommons.org/licenses/by/4.0/interpersonal conflictburnoutjob satisfactionservice qualitywork-unit performancetourism and hospitalityoccupational health and well-beinginfo:eu-repo/semantics/articleinfo:eu-repo/semantics/openAccess10.3390/ijerph18158137