How to enhance service quality through organizational facilitators,collective work engagement,and relational service competence |
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| Authors: | Esther Gracia Marisa Salanova Rosa Grau Eva Cifre |
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| Affiliation: | 1. IDOCAL, Universidad de Valencia , Spain esther.gracia@uv.es;3. Universitat Jaume I de Castellón , Spain |
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| Abstract: | This study aims to test how collective work engagement and relational service competence, as affective and cognitive-competent collective states, mediate the relationship between organizational facilitators and customers' perceptions of service quality. In all, 107 service-oriented units were aggregated from 615 service workers and 2165 customers. Structural equation modelling confirmed that organizational facilitators are related to collective work engagement andrelational service competence, which play a mediating role between organizational facilitators and service quality. Whereas collective work engagement plays a partially mediating role between organizational facilitators and relational service competence, relational service competence plays a fully mediating role between collective work engagement and service quality. A discussion and limitations are also provided. |
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| Keywords: | Collective work engagement Organizational facilitators Relational service competence Service quality |
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