Please use this identifier to cite or link to this item: http://hdl.handle.net/2440/118679
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Type: Journal article
Title: Drivers of service climate: an emerging market perspective
Author: Hoang, H.
Rao Hill, S.
Lu, V.
Freeman, S.
Citation: Journal of Services Marketing, 2018; 32(4):476-492
Publisher: Emerald Publishing Limited
Issue Date: 2018
ISSN: 0887-6045
0887-6045
Statement of
Responsibility: 
Hung Trong Hoang, Sally Rao Hill, Vinh Nhat Lu, Susan Freeman
Abstract: Purpose – Drawing on social exchange theory, the purpose of this paper is to develop and test an integrative model of internal and external factors determining employee perceptions of their organizational service climate. Design/methodology/approach – Data are collected from a sample of 549 service employees in local and foreign-owned service firms in the emerging market of Vietnam. Structural equation modeling is used to test the hypothesized relationships. Findings – Leadership commitment to service quality, internal processes and service standards, work facilitation resources and service-oriented human resource practices are positively associated with service climate. Internal customer service mediates the effects of these variables on service climate, with the exception of work facilitation resources. Furthermore, competitive intensity negatively moderates the impact of the internal drivers on service climate. The results also suggest that, depending on the ownership types (local vs foreign firms), the influences of the internal drivers of service climate might differ. Originality/value – Despite the recognition of the role of organizational resources in fostering service climate, the integration and processes by which such resources influence service climate have not been fully examined. In particular, little is known about the external factors facilitating or hindering service climate, especially from an emerging market perspective. By examining both internal and external drivers of service climate under different ownership types, this paper enriches the existing knowledge on service climate and provides important implications for service firms operating in emerging markets.
Keywords: Social exchange theory; service climate; competitive intensity; ownership type
Rights: © Emerald Publishing Limited 2018
RMID: 0030090299
DOI: 10.1108/JSM-06-2017-0208
Appears in Collections:Business School publications

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