메뉴 건너뛰기




Volumn 14, Issue 2, 2008, Pages 155-167

Service climate and employee well being in higher education

Author keywords

Employee well being; Job satisfaction; Service climate; Students; University employees

Indexed keywords


EID: 50249139616     PISSN: 18333672     EISSN: None     Source Type: Journal    
DOI: 10.5172/jmo.837.14.2.155     Document Type: Article
Times cited : (13)

References (47)
  • 1
    • 41649112685 scopus 로고
    • Structural equation modeling in practice: A review and recommended two-step approach
    • Anderson JG and Gerbing DW (1988) Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103: 411-423.
    • (1988) Psychological Bulletin , vol.103 , pp. 411-423
    • Anderson, J.G.1    Gerbing, D.W.2
  • 2
    • 0025320979 scopus 로고
    • Job stress, mental health and job satisfaction among UK senior nurses
    • Baglioni AJ, Cooper CL and Hingley P (1990) Job stress, mental health and job satisfaction among UK senior nurses. Stress Medicine, 6: 9-20.
    • (1990) Stress Medicine , vol.6 , pp. 9-20
    • Baglioni, A.J.1    Cooper, C.L.2    Hingley, P.3
  • 3
    • 0005441014 scopus 로고    scopus 로고
    • Response rate in academic studies: A comparative analysis
    • Baruch Y (1999) Response rate in academic studies: A comparative analysis. Human Relations; 52: 421-38.
    • (1999) Human Relations , vol.52 , pp. 421-438
    • Baruch, Y.1
  • 6
    • 0033216654 scopus 로고    scopus 로고
    • An examination of service-related antecedents to retail store performance
    • Borucki CC and Burke MJ (1999) An examination of service-related antecedents to retail store performance. Journal of Organizational Behavior 20: 943-962.
    • (1999) Journal of Organizational Behavior , vol.20 , pp. 943-962
    • Borucki, C.C.1    Burke, M.J.2
  • 7
    • 84995571599 scopus 로고    scopus 로고
    • A new look at psychological climate and its relationship to job involvement, effort and performance
    • Brown SP and Leigh TW (1996) A new look at psychological climate and its relationship to job involvement, effort and performance. Journal of Applied Psychology, 81: 358-368.
    • (1996) Journal of Applied Psychology , vol.81 , pp. 358-368
    • Brown, S.P.1    Leigh, T.W.2
  • 8
    • 21144482950 scopus 로고
    • Reconceptualizing psychological climate in a retail service environment: A multiple-stakeholder perspective
    • Burke MJ, Borucki CC and Hurley AE (1992) Reconceptualizing psychological climate in a retail service environment: A multiple-stakeholder perspective. Journal of Applied Psychology, 77: 717-729.
    • (1992) Journal of Applied Psychology , vol.77 , pp. 717-729
    • Burke, M.J.1    Borucki, C.C.2    Hurley, A.E.3
  • 10
    • 50249099157 scopus 로고    scopus 로고
    • Service orientation and persistence at work: A study of corporate hospital employees
    • Chandrasekhar SF (2001) Service orientation and persistence at work: A study of corporate hospital employees. Journal of Management Research, 1: 79-86.
    • (2001) Journal of Management Research , vol.1 , pp. 79-86
    • Chandrasekhar, S.F.1
  • 11
    • 84965649494 scopus 로고
    • Predicting job performance across organizations: The interaction of work orientation and psychological climate
    • Day DD and Bedeian AG (1991) Predicting job performance across organizations: The interaction of work orientation and psychological climate. Journal of Management, 17: 589-600.
    • (1991) Journal of Management , vol.17 , pp. 589-600
    • Day, D.D.1    Bedeian, A.G.2
  • 14
    • 12944288179 scopus 로고    scopus 로고
    • The relationship between job satisfaction and health: A meta-analysis
    • Faragher EB, Cass M and Cooper C (2005) The relationship between job satisfaction and health: A meta-analysis. Occupational & Environment Medicine 62: 105-112.
    • (2005) Occupational & Environment Medicine , vol.62 , pp. 105-112
    • Faragher, E.B.1    Cass, M.2    Cooper, C.3
  • 16
    • 0034037458 scopus 로고    scopus 로고
    • Safety climate: Identifying the common features
    • Flin R, Mearns K, O'Connor P and Bryden R (2000) Safety climate: Identifying the common features. Safety Science, 34: 177-192.
    • (2000) Safety Science , vol.34 , pp. 177-192
    • Flin, R.1    Mearns, K.2    O'Connor, P.3    Bryden, R.4
  • 17
    • 0010399877 scopus 로고
    • Structural equation models with unobservable variables and measurement error: Algebra and statistics
    • Fornell C and Larker DF (1981) Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 28: 382-388.
    • (1981) Journal of Marketing Research , vol.28 , pp. 382-388
    • Fornell, C.1    Larker, D.F.2
  • 18
    • 0035540046 scopus 로고    scopus 로고
    • Do satisfied employees satisfy customers? Support-services staff morale and satisfaction among public school administrators, students and parents
    • Griffith J (2001) Do satisfied employees satisfy customers? Support-services staff morale and satisfaction among public school administrators, students and parents. Journal of Applied Social Psychology 31: 1627-1658.
    • (2001) Journal of Applied Social Psychology , vol.31 , pp. 1627-1658
    • Griffith, J.1
  • 19
    • 0034844842 scopus 로고    scopus 로고
    • Occupational stress in universities: Staff perceptions of the causes, consequences and moderators of stress
    • Gillespie NA, Walsh M, Winefield AH, Dua J and Stough C (2001) Occupational stress in universities: Staff perceptions of the causes, consequences and moderators of stress. Work and Stress, 15: 53-72.
    • (2001) Work and Stress , vol.15 , pp. 53-72
    • Gillespie, N.A.1    Walsh, M.2    Winefield, A.H.3    Dua, J.4    Stough, C.5
  • 21
    • 0013285894 scopus 로고    scopus 로고
    • Implementing quality service in a public hospital setting: A path-analytical study of organisational antecedents of employee perceptions and outcomes
    • Harber DG, Ashkanasy NM and Callan VJ (1997) Implementing quality service in a public hospital setting: A path-analytical study of organisational antecedents of employee perceptions and outcomes. Public Productivity and Management Review, 21: 13-29.
    • (1997) Public Productivity and Management Review , vol.21 , pp. 13-29
    • Harber, D.G.1    Ashkanasy, N.M.2    Callan, V.J.3
  • 22
    • 0030495521 scopus 로고    scopus 로고
    • The affective implications of perceived congruence with culture dimensions during organisational transformation
    • Harris SG and Mossholder KW (1996) The affective implications of perceived congruence with culture dimensions during organisational transformation. Journal of Management, 22: 527-547.
    • (1996) Journal of Management , vol.22 , pp. 527-547
    • Harris, S.G.1    Mossholder, K.W.2
  • 23
    • 0000417226 scopus 로고
    • Role conflict and ambiguity as critical variables in a model of organisational behaviour
    • House RJ and Rizzo JR (1972) Role conflict and ambiguity as critical variables in a model of organisational behaviour. Organizational Behaviour and Human Performance, 7: 467-505.
    • (1972) Organizational Behaviour and Human Performance , vol.7 , pp. 467-505
    • House, R.J.1    Rizzo, J.R.2
  • 24
    • 0001042843 scopus 로고
    • Integrating work environment perceptions: Explorations into the measurement of meaning
    • James LA and James LR (1989) Integrating work environment perceptions: Explorations into the measurement of meaning. Journal of Applied Psychology, 74: 739-751.
    • (1989) Journal of Applied Psychology , vol.74 , pp. 739-751
    • James, L.A.1    James, L.R.2
  • 25
    • 0016311987 scopus 로고
    • Organizational climate: A review of theory & research
    • James LR and Jones AP (1974) Organizational climate: A review of theory & research. Psychological Bulletin, 81: 1096-1112.
    • (1974) Psychological Bulletin , vol.81 , pp. 1096-1112
    • James, L.R.1    Jones, A.P.2
  • 28
    • 1842539519 scopus 로고    scopus 로고
    • A multilevel investigation of factors influencing employee service performance and customer outcomes
    • Liao H and Chuang A (2004) A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47: 41-58.
    • (2004) Academy of Management Journal , vol.47 , pp. 41-58
    • Liao, H.1    Chuang, A.2
  • 31
    • 50249163661 scopus 로고    scopus 로고
    • Academic service climate as a source of competitive advantage: Leverage for university administrators
    • forthcoming
    • Martin AJ, Kennedy B and Stocks B (2006) Academic service climate as a source of competitive advantage: Leverage for university administrators. Education Research and Perspectives, forthcoming.
    • (2006) Education Research and Perspectives
    • Martin, A.J.1    Kennedy, B.2    Stocks, B.3
  • 32
    • 50249168707 scopus 로고    scopus 로고
    • Michela JL, Lukaszwski MP and Allengrante JP (1995) Organisational climate and work stress: A general framework applied to inner-city schoolteachers. In Sauter SL and Murphy LR (Eds) (1995) Organisational risk factors for job stress. Washington, D.C.: American Psychological Association, pp. 61-80.
    • Michela JL, Lukaszwski MP and Allengrante JP (1995) Organisational climate and work stress: A general framework applied to inner-city schoolteachers. In Sauter SL and Murphy LR (Eds) (1995) Organisational risk factors for job stress. Washington, D.C.: American Psychological Association, pp. 61-80.
  • 33
    • 0002717329 scopus 로고
    • Customer-oriented corporate cultures are crucial to services marketing success
    • Parasuraman A (1987) Customer-oriented corporate cultures are crucial to services marketing success. Journal of Services Marketing, 1: 39-46.
    • (1987) Journal of Services Marketing , vol.1 , pp. 39-46
    • Parasuraman, A.1
  • 37
    • 0001861292 scopus 로고
    • Issues of level in organisational research: Multi-level and cross-level perspectives
    • Rousseau DM (1985) Issues of level in organisational research: Multi-level and cross-level perspectives. Research in Organisational Behaviour, 7: 1-37.
    • (1985) Research in Organisational Behaviour , vol.7 , pp. 1-37
    • Rousseau, D.M.1
  • 38
    • 0009127451 scopus 로고
    • Employee and customer perceptions of service in banks: Replication and extension
    • Schneider B and Bowen DE (1985) Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70: 423-433.
    • (1985) Journal of Applied Psychology , vol.70 , pp. 423-433
    • Schneider, B.1    Bowen, D.E.2
  • 39
    • 43949162903 scopus 로고
    • The service organisation: Human resources management is crucial
    • Schneider B and Bowen DE (1993) The service organisation: Human resources management is crucial. Organizational Dynamics, 21: 39-52.
    • (1993) Organizational Dynamics , vol.21 , pp. 39-52
    • Schneider, B.1    Bowen, D.E.2
  • 42
    • 21144460639 scopus 로고
    • A passion for service: Using content analysis to explicate service climate themes
    • Schneider B, Wheeler JK and Cox J (1992) A passion for service: Using content analysis to explicate service climate themes. Journal of Applied Psychology, 7: 705-716.
    • (1992) Journal of Applied Psychology , vol.7 , pp. 705-716
    • Schneider, B.1    Wheeler, J.K.2    Cox, J.3
  • 43
    • 33846099210 scopus 로고    scopus 로고
    • Are university students really customers? When illusion may lead to delusion for all!
    • Svensson G and Wood G (2007) Are university students really customers? When illusion may lead to delusion for all! International Journal of Educational Management, 21: 17-28.
    • (2007) International Journal of Educational Management , vol.21 , pp. 17-28
    • Svensson, G.1    Wood, G.2
  • 44
    • 84986134910 scopus 로고    scopus 로고
    • Work stress and customer service delivery
    • Varca PE (1999) Work stress and customer service delivery. The Journal of Services Marketing, 13: 229-241.
    • (1999) The Journal of Services Marketing , vol.13 , pp. 229-241
    • Varca, P.E.1
  • 45
    • 84986708229 scopus 로고
    • Scales for the measurement of some work attitudes and aspects of psychological well being
    • Warr PB, Cook J, Wall TD (1979) Scales for the measurement of some work attitudes and aspects of psychological well being. Journal of Occupational Psychology, 52: 129-148.
    • (1979) Journal of Occupational Psychology , vol.52 , pp. 129-148
    • Warr, P.B.1    Cook, J.2    Wall, T.D.3
  • 46
    • 0001268563 scopus 로고
    • What constitutes a theoretical contribution?
    • Whetton DA (1989).What constitutes a theoretical contribution? Academy of Management Review, 14: 490-495.
    • (1989) Academy of Management Review , vol.14 , pp. 490-495
    • Whetton, D.A.1
  • 47
    • 0035641742 scopus 로고    scopus 로고
    • The effect of work climate on critical employee and customer outcomes: An employee-level analysis
    • Yoon MH, Beatty SE and Suh J (2001) The effect of work climate on critical employee and customer outcomes: An employee-level analysis. International Journal of Service Industry Management, 12: 500-521.
    • (2001) International Journal of Service Industry Management , vol.12 , pp. 500-521
    • Yoon, M.H.1    Beatty, S.E.2    Suh, J.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.