Abstract
Purpose - The purpose of this research is to explore how firm market orientation, as a culture, affects the service climate that develops in the firm.Design/methodology/approach - Empirical testing is performed at the managerial level and boundary spanning employee level as part of this multilevel study. The sample includes participates from a U.S. based firm operating in the hospitality industry.Findings - Results indicate that a market oriented firm culture interacts with other elements such as boundary spanning employee flexibility and control to positively impact the service climate that develops. Research limitations/implications - This research provides theoretical implications for the development of a service climate within a market oriented firm culture and the influence of managers on boundary spanning employees in the development of the climate.Practical implications - As managers attempt to develop a service climate through a market oriented firm culture, they will find success by providing boundary spanning employees with control and hiring employees that possess flexibility as a personality trait.Originality/value - The framework developed in this research provides insights regarding the multilevel nature of service climate development and the impact of a market orientated culture.
Purpose - The purpose of this research is to explore how firm market orientation, as a culture, affects the service climate that develops in the firm.Design/methodology/approach - Empirical testing is performed at the managerial level and boundary spanning employee level as part of this multilevel study. The sample includes participates from a U.S. based firm operating in the hospitality industry.Findings - Results indicate that a market oriented firm culture interacts with other elements such as boundary spanning employee flexibility and control to positively impact the service climate that develops. Research limitations/implications - This research provides theoretical implications for the development of a service climate within a market oriented firm culture and the influence of managers on boundary spanning employees in the development of the climate.Practical implications - As managers attempt to develop a service climate through a market oriented firm culture, they will find success by providing boundary spanning employees with control and hiring employees that possess flexibility as a personality trait.Originality/value - The framework developed in this research provides insights regarding the multilevel nature of service climate development and the impact of a market orientated culture.