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Service climate and employee well-being in higher education


Martin, A, Service climate and employee well-being in higher education, Journal of Management and Organization, 14, (2) pp. 155-167. ISSN 1833-3672 (2008) [Refereed Article]

DOI: doi:10.5172/jmo.837.14.2.155


A growing emphasis on the discourse of 'student as customer' has increased the salience of the concept of service climate in universities and anecdotal evidence suggests that this may have placed increased pressure on staff. This study investigated the relationship between service climate and psychological well being in a sample of 340 university staff. Questionnaire data was analysed using structural equation modelling showed that a positive service climate was negatively related to job-induced tension and positively related to job satisfaction. Job-induced tension also mediated the effects of service climate on psychological dysfunction and job satisfaction. Implications for management of university stakeholder relationships and directions for future research are discussed. Copyright © eContent Management Pty Ltd.

Item Details

Item Type:Refereed Article
Research Division:Commerce, Management, Tourism and Services
Research Group:Strategy, management and organisational behaviour
Research Field:Organisational behaviour
Objective Division:Expanding Knowledge
Objective Group:Expanding knowledge
Objective Field:Expanding knowledge in commerce, management, tourism and services
UTAS Author:Martin, A (Professor Angela Martin)
ID Code:53754
Year Published:2008
Web of Science® Times Cited:11
Deposited By:Management
Deposited On:2009-01-05
Last Modified:2009-03-16

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