Journal
AUSTRALIAN JOURNAL OF MANAGEMENT
Volume 39, Issue 3, Pages 473-491Publisher
SAGE PUBLICATIONS LTD
DOI: 10.1177/0312896213495054
Keywords
frontline service employees; job performance; job satisfaction; psychological climate perceptions; work environment
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Drawing on the climate-attitudes-outcome framework, this article examines the mediating effect of job satisfaction on the relationship between psychological climate perceptions (i.e., service climate, team support, and job security) and the job performance of frontline service employees. The authors further consider whether the link between psychological climate perceptions and job satisfaction may be moderated by three core self-evaluation traits of frontline service staff (emotional labor, self-efficacy, and personal achievement orientation). A survey of 874 frontline service employees reveals that service climate, team support, and job security indirectly contribute to job performance through job satisfaction. When more emotional labor deep acting is performed, the effects of the service climate on job satisfaction grow stronger. However, the effects of team support and job security on job satisfaction are not contingent on self-efficacy or personal achievement orientation, respectively.
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