The Effects of Social Support on Contact Employees’ In-role Job Performance and Service Effort: The Moderating Role of Service Climate

• Main Authors: Chia-Hao Yen, 閻家浩
• Other Authors: Mei-Ling Wang
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/19656253975745685321

碩士 === 真理大學 === 管理科學研究所 === 96 === Taiwan is striding forward to service economy right now. Therefore, contact employees play direct and important role in service environment. In service-based organization, service firms should build up a good supportive environment for those contact employees whose service behaviors would influence customer perception of service quality and satisfaction. The purpose of this study is to examine the effects of social support on contact employees’ in-role job performance and service efforts. In addition, the current study explores whether service climate strengthens the relationships between social support and job performance. Dyad-data was collected from 197 front-line employees of 7 branches in Taiwan’s largest hypermarket group and analyzed using hierarchical regression modeling. The results reveal that perceived supervisory support and perceived co-worker support have moderating effects on service effort through service climate. In addition, perceived organizational support, perceived supervisory support and perceived co-worker support directly results in the exhibition of in-role job performance and service effort. Based on the findings, some managerial implications and suggestions for further research are proposed.