The purpose of this article is to propose and test a model extrarole customer service (ERCS). We that organizational justice (distributive, procedural, interpersonal, informational) promotes well-being at work (low burnout high engagement). Well-being work, in turn, engenders more effective ERCS. Thus, considered mediator the relationships from This fully mediated was compared an alternative direct model. sample consisted 317 contact employees who were working Spanish sector. results...

This article attempts to extend prior research by testing the effects of justice components (distributive, procedural, and interactional) on customer satisfaction beyond expectancy disconfirmation paradigm. To this end, two separate field survey studies were conducted. A total 568 customers surveyed in 38 hotels 40 restaurants. The results showed that distributive was critical predicting satisfaction, while influence procedural interactional secondary. Justice concepts also robust against...

Relationships between organizational justice and well-being are traditionally investigated at the individual level. This article extends previous efforts by testing such relationships work-unit Three corridors of influence were examined. First, level (work units’ average scores) is related to burnout. Second, climate strength (level agreement among members) moderates predictability Third, burnout strength. The authors interviewed 324 contact employees from 108 work units in 59 service...

Abstract Prior research has revealed limitations of the dominant SERVQUAL model service quality. Some authors have pointed out somewhat neglects tangible and relational facets quality in sector, and, therefore, there is a need to obtain comprehensive adaptable structure for different types services. Consequently, we propose test hierarchical integrated quality, hypothesising existence three second-order dimensions: functional (describing efficiency with which core provided); tangibles (the...

The psychological contract is a fundamental construct for understanding the relationships established between employee and employer. However, current literature states that there no validated instrument to measure this construct. present research aims validate questionnaire developed by PSYCONES team, providing empirical evidence on its reliability validity in labor context. A sample of 1764 workers Spanish market was used, cross-validation process applied, which exploratory factor analysis...

Continuous innovation has become a key to gaining sustainable competitive advantage for organizations in the 21st century. By focusing on underlying mechanisms (i.e., mindfulness and work engagement) by which it works, this study addresses quality of leader–member relationships their relevance workplace. Using sample 210 employees from 17 Spanish companies, two-wave longitudinal design evaluated mediational roles engagement between exchange (LMX) innovative behavior (IWB) an organizational...

This study extends previous research on gap analysis of service quality by including not only functional but also relational benefits. To this end, a field was carried out in 36 hotels and 35 restaurants. The samples consisted 213 employees 657 customers. A questionnaire format used to measure both quality, as well customers' loyalty. When comparing employee customer perceptions, gaps potentially range from 'overestimation' (employees' perceptions are greater than perceptions)...

Purpose The purpose of this paper is to examine perceptions the psychological contract (PC) simultaneously at individual level (fulfillment obligations by organization and PC violation) organizational (normative contract), their relationship with employees’ evaluations justice. Based on justice information processing approaches, hypothesis that normative has an effect justice, also moderates between violation Design/methodology/approach Multilevel modeling was employed a multinational sample...

An increasing number of organizations and countries are focusing in innovations as the lever for a new model economic development, front proposals based decreasing costs. Due to their marked social character, present study analyses relationship between organizational climate innovation leadership styles practices human resources management addressed by members. Regression carried out explained near 60% variance climate, outstanding HRM stimulate workers participation inspirational main predictors.

This study tested the links from organizational justice with burnout and moderating role of sex in these relationships. A total 279 contact employees (149 men 130 women) were surveyed 59 hotels. questionnaire was used to measure distributive, procedural, interactional as well employees' (exhaustion, cynicism, efficacy). Hierarchical regression models, calculated test hypothesized effects, indicated predominance procedural over distributive interpersonal regard direct relationships between...

Abstract. Applying an innovative typology based on preference for temporary employment and perceived employability, the authors empirically examine four types of workers (and a group permanent comparison). In sample 1,300 employees from six countries, they find significant differences between broad set variables – including demographic job characteristics, attitude insecurity but not in life satisfaction well‐being. They conclude with argument against equation low‐skilled unable to job,...

Abstract This article assesses the links between non‐professional employees' perceptions of reciprocity in their relationships with supervisors and positive negative sides well‐being at work: burnout engagement. Two hypotheses were explored. First, fairness hypothesis assumes a curvilinear relationship where balanced (when person perceives that there is equilibrium his/her efforts benefits he/she receives) presents highest level well‐being. Second, self‐interest proposes linear pattern...

Inequality between women and men in top management positions is still a current reality where are underrepresented. Gender discrimination against managerial violates the Sustainable Development Goal of gender equality. affects but also has negative consequences for employee output. Our aim analyzing how role moderates relationship barriers to performance, mediated by organizational justice commitment, whether this stronger than men. This study was carried out with 1278 employees (45.2% 54.8%...

Innovation enables organizations to respond successfully rapid changes in a business environment. This innovation capability largely relies on employees. Although workers are required be innovative, their jobs frequently contain higher demands that might make it difficult for them innovate at work. The Job Demands-Control model active hypothesis suggests highly demanding allow individuals enough discretion enhance innovative performance. Improving an important attentional resource such as...

Cet article examine les rapports entre la satisfaction de clientèle et contraintes relevant des situations techniques sociales. A cette fin, une enquête terrain fut réalisée auprès d’un échantillon 57 managers 835 clients d’organisations service. On a recensé sociales vécues par managers. La également été mesurée avec plusieurs aspects services. En général, l’absence situation contraignante dans organisations service était en relation positive clientèle. Les résultats montrent aussi que...

This study examines whether climate strength has a direct, moderating, or curvilinear effect in the relationship between service and customer quality perceptions. To this end, we carried out cross-sectional lagged empirical studies Spanish hospitality sector. Our results confirmed that high managerial practices fosters positive impact of on evaluations. However, other related to orientation services question idea is always precursor quality. High enhanced negative functional study,...

Personal resources and labor market are factors that contribute to perceived employability. However, how changing conditions affect the relationship between personal like career enhancing strategies, initiative, passivity with self-perceived employability remains unclear. Recent events in Spain give an opportunity examine if predict differently during normal harsh conditions. Two representative samples of young people were surveyed a condition (in 2008, before big recession, n = 1,992) 2011,...

The Guest Editors also wish to acknowledge the Leverhulme Trust (UK), Spanish Psycologists’ Association (Consejo Nacional de Colegios Oficiales Psicologos, COP-CV and COP’s Division on Work, Organizations Personnel Psychology), Valencian Government (Conselleria Educacion, Generalitat Valenciana), University of Valencia European Organizational Psychology (EAWOP) for their kind funding contributions that made this Special Issue possible.

Abstract Psychological contract (PC) has received great theoretical and research interest in the framework of employment relationship. Although current described its consequences using several different perspectives, less attention been placed on examining how PC develops. The time‐lagged study tests a model that incorporates three social exchange indicators: employer fulfillment, violation, organizational justice. Using two‐wave survey data from 203 Spanish workers, we test serial multiple...

Over-education is a current phenomenon, which hampers job satisfaction. Finding variables that moderates the deteriorating effect of over-education could be useful. Present study analyses relationship between and intrinsic, extrinsic social facets satisfaction, moderation role career enhancing strategies insecurity. Sample was composed 1362 participants 16–30 years-old entered market in previous five years, from 2011 cohort Spanish Observatory for Labor Entry Youth. Analyses were made using...