When do satisfied employees become more committed? A multilevel investigation of the role of internal service climate

Ip Kin Anthony Wong, Erdan Ma, Suk Ha Grace Chan, Guo Qiong Ivanka Huang, Tong Zhao

Research output: Journal article publicationJournal articleAcademic researchpeer-review

9 Citations (Scopus)

Abstract

The objective of the study is to improve the current understanding of frontline employee perceptions of health by investigating the role of job security and satisfaction. The linkage between perceived health and organizational commitment is also explored. This study further tests the cross-level moderating effect of internal service climate based on a multilevel design. Based on a multilevel study that involved 1251 employees, including both frontline employees and supervisors from 29 casinos, results reveal that the relationship leading from job security and job satisfaction to organizational commitment through perceived health is contingent on organizational-level service climate; and the relationship is more salient for casinos with low-quality internal service climate. Theoretical and managerial implications are presented in the study.

Original languageEnglish
Pages (from-to)125-135
Number of pages11
JournalInternational Journal of Hospitality Management
Volume82
DOIs
Publication statusPublished - Sep 2019
Externally publishedYes

Keywords

  • Casino
  • Internal service climate
  • Job satisfaction
  • Job security
  • Organizational commitment
  • Perceived health

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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