Interpersonal Conflicts in the Unit Impact the Service Quality Rated by Customers

The Mediating Role of Work-Unit Well-Being

Bibliographic Data

ID15500412
AuthorsMiriam Cotes Benítez (0000-0003-4850-2563, Universidad de Sevilla, corresponding author), Miriam Benítez (Universidad de Sevilla), José Pérez (0000-0003-4315-1450), José María León-Pérez (0000-0003-3928-9799, Universidad de Sevilla), Alejandro Orgambídez-Ramos (0000-0003-3785-4336, Universidad de Málaga), Francisco J Medina (0000-0002-3657-1716, Universidad de Sevilla)
Year2021
Volume18
Issue15
Pages8137-8137
Publication date2021-07-31
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueInternational Journal of Environmental Research and Public Health (JOURNAL)
Journal identifiersISSN: 1661-7827 • E-ISSN: 1660-4601
PublisherMultidisciplinary Digital Publishing Institute (PUBLISHER • CH)
DOI10.3390/ijerph18158137
PMID34360436
OpenAlexW3192451993
LanguageEN
Citations received1
References cited66

Social dynamics at work are crucial for understanding how internal processes in an organization are related to their performance and productivity. Following the Service-Profit Chain (SPC) theory, this study analyses, at the work-unit level, how interpersonal conflicts are related to service quality in the hospitality and tourism industry through the shared experience of well-being in the work unit. In other words, we examine the mediating role of two main aspects of work-related well-being in the unit (job satisfaction and burnout) on the relationship between interpersonal conflicts in the unit and customers' perceptions of service quality. To do so, we conducted a cross-sectional survey study that collected data from 398 service employees (91 work units) and 1233 customers from three and four-star hotels with restaurant in Spain. Using path analysis in Structural Equation Models, our results supported a full mediation model at the work-unit level: interpersonal conflicts in the work unit are related to customers' service quality perceptions through the work-unit's well-being (job satisfaction and burnout). Therefore, our findings extend the SPC theory by integrating group dynamics and employees' experiences, which should be enhanced through occupational health-oriented policies and practices to increase service quality. In this sense, this study has implications for the development of intervention programs aiming at improving the occupational well-being and quality of service in hospitality and tourism settings

Business · Interpersonal communication · Interpersonal relationship · Process management · Quality (philosophy · Service (business · Service quality · Unit (ring theory · Work (physics · Customer Service Quality and Loyalty · Engineering · Job Satisfaction and Organizational Behavior · Psychology · Social Psychology · Work-Family Balance Challenges · Marketing

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Open DOIOpen Access