Linking task and goal interdependence to quality service: The role of the service climate

摘要

Purpose - With a twofold aim, the purpose of this paper is to focus on the service climate, including its antecedents, consequences, and a moderator. First, it examines whether task- and goal-interdependent configuration facilitates the level of service climate; second, it tests the strength of the moderating role of service climate between service climate levels and service behavior. Design/methodology/approach - Among 54 nursing units at six hospitals, the data were collected using multiple methods (surveys, observations, administrative data). Findings - Mixed-linear model analyses indicated that the joint effects of task and goal interdependence related significantly to service climate level. Service climate strength moderated the relationship of service climate level to quality service behavior. Research limitations/implications - The research approach may diminish the generalizability of the research results. Further work should test the propositions in other research contexts. Practical implications - Quality service behaviors and the service climate could be promoted through well-designed task- and goal-interdependence structures within units. Assimilating a service climate in units is not enough. To promote high quality service behaviors, managers must direct their efforts toward finding agreement among team members with regard with the importance of service in their unit. Originality/value - The paper's findings offer empirical support to the persistent social interaction explanation of climate formation and point to the important role of interdependence for creating and maintaining service climate levels and promoting service behaviors in units.