Validation of a measure of service climate in organizations

  1. Carrasco Riquelme, Hugo A.
  2. Martínez Tur, Vicente
  3. Peiró Silla, José María
  4. Moliner Cantos, Carolina
Zeitschrift:
Revista de psicología del trabajo y de las organizaciones = Journal of work and organizational psychology

ISSN: 1576-5962

Datum der Publikation: 2012

Ausgabe: 28

Nummer: 2

Seiten: 69-80

Art: Artikel

DOI: 10.5093/TR2012A6 DIALNET GOOGLE SCHOLAR lock_openOpen Access editor

Andere Publikationen in: Revista de psicología del trabajo y de las organizaciones = Journal of work and organizational psychology

Ziele für nachhaltige Entwicklung

Zusammenfassung

El Clima de Servicio resulta crítico en organizaciones del sector servicios. Refleja la importancia que las organizaciones atribuyen a la calidad del servicio así como los esfuerzos para complacer a los clientes. Considerando el trabajo de Schneider, White y Paul (1998) como punto de partida, este trabajo valida una medida del clima de servicio en español. Para ello se han desarrollado dos estudios de campo. Un total de 120 hoteles, ubicados en España, participaron en la investigación. La muestra estuvo conformada por 508 empleados de hoteles distribuidos en 152 unidades de trabajo. Nuestros resultados confirmaron que la validez de constructo y predictiva son satisfactorias, con cuatro factores que limitan la descripción de las facetas del clima de servicio: Servicio Global del Clima, Comentarios del cliente, orientación al cliente, y prácticas de gestión. Los resultados apoyan que los empleados de primera línea pertenecientes a la misma unidad de trabajo son capaces de desarrollar percepciones compartidas de clima servicio más allá de las diferencias individuales. La escala se confirma como una buena medida del clima de servicio en el contexto español.

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