Does organizational climate add to service quality in hotels?

Michael C. G. Davidson

145 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

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Customer Service Quality and Loyalty Employee Performance and Management Organizational Management and Innovation

Abstract

This paper examines organizational climate and organizational culture within a hotel industry framework. An argument is put forward that there is a causal link between good organizational climate and the level of service quality in a hotel. Organizational climate is also examined within the service quality framework to explore the effects of its integration into quality initiatives. A conceptual model of organizational climate and service quality and performance is presented that provides an explanation of the linkage between organizational culture, organizational climate, service quality, customer satisfaction and hotel performance.

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References

1993Reengineering the Corporation 1996Whatisthe Difference Between Organizational Culture and Organizational Climate? A Native's Point of View on a Decade of Paradigm Wars 1985Employee and customer perceptions of service in banks: Replication and extension.1979Psychological climate: Dimensions and relationships of individual and aggregated work environment perceptions 1993The service organization: Human resources management is crucial 1989Integrating work environment perceptions: Explorations into the measurement of meaning.1973The effects of organizational climate on managerial job performance and job satisfaction 1994Creating the climate and culture of success

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