دانلود رایگان مقاله انگلیسی بررسی شرایط محیط کار و عملکرد کارکنان در مجموعه کاری چند فرهنگی - امرالد 2017

Abstract

Purpose – The purpose of this paper is to introduce a new conceptual model that incorporates internal service quality as a mediator between service climate and employee performance and two personal cultural orientations (independence and interdependence) as the moderators of these relationships. Design/methodology/approach – An online survey of 353 employees representing 19 different nationalities, working in 18 branches and offices of a multinational business-to-business (B2B) civil engineering services firm, spread across 14 countries. Findings – All the hypotheses are supported. Specifically, internal service quality mediates the influence of service climate on employee performance and these relationships are stronger for employees with interdependent (vs independent) cultural orientations. Research limitations/implications – This paper uses data collected from the employees in a single B2B firm in one industry (Civil Engineering Services) and focuses on a few key variables, which may restrict the generalizability of its findings. Practical implications – The findings of this paper highlight the importance of cultural factors in building a service climate in multinational service organizations to help their employees work more effectively and efficiently with their colleagues from diverse cultural backgrounds. Originality/value – This paper clarifies the relationships among service climate, internal service quality and employee performance, by showing that internal service quality mediates the influence of service climate on employee performance.

Limitations and future research

Our research has a few limitations that future research may address. First, we collected the data for this study from a single industry (construction) and a single company (albeit from its branch offices and operating units around the world); hence, we would need to be cautious in interpreting the results of this study and replicate them with samples from other organizations and industries to test the generalizability of our conceptual model. Second, in this study, we focus only on two links, namely, service climate ! internal service quality and internal service quality ! employee performance, based on serviceprofit chain. Hence, we need more research to test the impact of these variables on the downstream elements of the SPC, such as employee satisfaction and loyalty, customer satisfaction, profitability, etc.

Third, because of concerns about parsimony, we examined the impact of only two (i.e. independence and interdependence) out of Sharma’s (2010) ten personal cultural orientations and excluded the other eight (i.e. power, social inequality, masculinity, gender equality, risk aversion, ambiguity intolerance, tradition and prudence). Therefore, we were not able to test the moderating impact of these other orientations in our model, should these be applicable to other businesses or industries. Future research may address this limitation by including those personal cultural orientations that may be more relevant to their research contexts.