Validation of a measure of service climate in organizations

• Autores: Hugo A. Carrasco Riquelme, Vicente Martínez Tur, José María Peiró Silla, Carolina Moliner Cantos
• Localización: Revista de psicología del trabajo y de las organizaciones = Journal of work and organizational psychology, ISSN 1576-5962, Vol. 28, Nº 2, 2012, págs. 69-80
• Idioma: inglés
• DOI: 10.5093/tr2012a6
• Títulos paralelos:
  • Validación de una Medida de Clima de Servicio en las Organizaciones
• Enlaces
  • Texto completo (pdf)
• Dialnet Métricas: 4 Citas
• Resumen
  • español

    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.

  • English

    Service climate is critical for organizations pertaining to the service sector. It reflects the importance organizations attribute to service quality and efforts to please customers. Using previous work of Schneider, White, and Paul (1998) as starting point, this research validates a measure of service climate in the Spanish language. Data from two survey study projects were brought together. A total of 120 hotels, located in Spain, participated in the research. The sample consisted of 508 frontline hotel employees distributed in 152 work-units. Our results confirmed that construct and predictive validity are satisfactory, with four factors describing the facets of service climate: Global Service Climate, Customer Feedback, Customer Orientation, and Managerial Practices. Findings support the idea that frontline employees pertaining to the same work-unit are able to develop shared perceptions of service climate beyond individual differences. The scale is confirmed as a good measure of service climate in the Spanish context.

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