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Service Climate and Empowerment for Customer Service Quality among Vietnamese Employees at Restaurants

Author

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  • Loan Pham Thi Phuong

    (Department of Hospitality and Tourism Management, Sejong University, Seoul 05006, Korea)

  • Young-joo Ahn

    (Department of Hospitality and Tourism Management, Sejong University, Seoul 05006, Korea
    Tourism Industry Data Analytics Lab (TIDAL), Department of Hospitality and Tourism Management, Sejong University, Seoul 05006, Korea)

Abstract

This study examines the relationship between service climate, empowerment, and organizational citizenship behavior among Vietnamese employees at restaurants in urban areas of South Korea. Moreover, the mediating role of empowerment between service climate and organizational citizenship behavior is investigated. From a sample of 209 Vietnamese respondents working in Asian ethnic restaurants, the findings indicate that work facilitation is the most influential service climate that affects empowerment. However, two service climate factors—managerial support and customer orientation—are not statistically significant. Moreover, organizational citizenship behavior among employees is enhanced not only by service climate but also by empowerment. This study provides empirical evidence of employee perceptions of service climate and of the influence of service climate on employee empowerment and organizational citizenship behavior for customer service quality. This study expands the knowledge regarding foreign employees at restaurants and provides important theoretical and practical implications for creating a sustainable work environment and empowering employees who strive for an excellent quality of customer service in the context of the restaurant industry.

Suggested Citation

  • Loan Pham Thi Phuong & Young-joo Ahn, 2021. "Service Climate and Empowerment for Customer Service Quality among Vietnamese Employees at Restaurants," Sustainability, MDPI, vol. 13(3), pages 1-14, January.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:3:p:1172-:d:485448
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    References listed on IDEAS

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    1. Chow, Cheris W.C. & Lai, Jennifer Y.M. & Loi, Raymond, 2015. "Motivation of travel agents' customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation," Tourism Management, Elsevier, vol. 48(C), pages 362-369.
    2. Ashforth, Blake E., 1989. "The experience of powerlessness in organizations," Organizational Behavior and Human Decision Processes, Elsevier, vol. 43(2), pages 207-242, April.
    3. Jinill Kim & Kyounghoon Park, 2017. "Demographic Policies against Aging in OECD countries (in Korean)," Working Papers 2017-22, Economic Research Institute, Bank of Korea.
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    1. Hugo Palácios & Helena de Almeida & Maria José Sousa, 2021. "A Bibliometric Analysis of Service Climate as a Sustainable Competitive Advantage in Hospitality," Sustainability, MDPI, vol. 13(21), pages 1-27, November.
    2. Bassam Dalal & Ahmad Aljarah, 2021. "How Brand Symbolism, Perceived Service Quality, and CSR Skepticism Influence Consumers to Engage in Citizenship Behavior," Sustainability, MDPI, vol. 13(11), pages 1-18, May.
    3. Hyung-Min Choi & Daniel Kessler, 2022. "Airline Cabin Crew Members’ Ambidexterity as the Sustainable Attitude for Prosocial Passenger Service," Sustainability, MDPI, vol. 15(1), pages 1-18, December.
    4. Zoirova Shokhsanam & Young-joo Ahn, 2021. "Employee Service Quality at Uzbekistani Halal Restaurants Amid the COVID-19 Pandemic," Sustainability, MDPI, vol. 13(10), pages 1-14, May.
    5. Kyle A. Hanners & Shawna Malvini Redden, 2021. "Communicating Values to Cultivate Sustainable Occupational Identity: How Restaurant Workers Resist Service Work Stigma," Sustainability, MDPI, vol. 13(15), pages 1-17, August.
    6. Kyung Hwa Seo & Jee Hye Lee, 2021. "Understanding Risk Perception toward Food Safety in Street Food: The Relationships among Service Quality, Values, and Repurchase Intention," IJERPH, MDPI, vol. 18(13), pages 1-13, June.
    7. Youngsam Cho & Yongduk Choi, 2021. "When and How Does Sustainable HRM Improve Customer Orientation of Frontline Employees? Satisfaction, Empowerment, and Communication," Sustainability, MDPI, vol. 13(7), pages 1-14, March.

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