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Service climate and employee wellbeing in higher education

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Martin, AJ (2008) Service climate and employee wellbeing in higher education. Journal of Management and Organization, 14 (2). pp. 155-167. ISSN 1833-3672

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Abstract

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 and showed that a positive service climate was negatively related to jobinduced
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.

Item Type: Article
Keywords: service climate, students, employee well being, university employees, job satisfaction
Journal or Publication Title: Journal of Management and Organization
Page Range: pp. 155-167
ISSN: 1833-3672
Date Deposited: 22 Aug 2008 01:13
Last Modified: 18 Nov 2014 03:48
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