Congruency Between Organizational Service Climate and Personal Values in Hong Kong

Hing Cheung Kevin Cheng; C Harry Hui; Yongli Wang

doi:DOI: 10.1002/jpoc.20061

Congruency Between Organizational Service Climate and Personal Values in Hong Kong

Hing Cheung Kevin Cheng, C Harry Hui, Yongli Wang

Research output: Contribution to journal › Article › peer-review

Abstract

The present study examined employees’ service quality as a function of person–organization fi t in terms of value congruence. A multilevel analysis was conducted on data collected on 518 Chinese employees in five service organizations. The results supported that employees’ perception of service climate interacted with personal value for service. When there was congruence between personal value and perceived service climate, even when both characteristics were low, service quality was still higher than when the service climate was incongruous with the employees’ own personal value. The results could be found only at the individual level and did not extend to the group level, where employees’ perception of service climate was aggregated.

Original language	English
Pages (from-to)	5-16
Journal	Journal of Psychological Issues in Organizational Culture
Volume	2
DOIs	https://doi.org/DOI: 10.1002/jpoc.20061
Publication status	Published - 22 Jul 2011

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DOI: 10.1002/jpoc.20061

Cite this

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title = "Congruency Between Organizational Service Climate and Personal Values in Hong Kong",

abstract = "The present study examined employees{\textquoteright} service quality as a function of person–organization fi t in terms of value congruence. A multilevel analysis was conducted on data collected on 518 Chinese employees in five service organizations. The results supported that employees{\textquoteright} perception of service climate interacted with personal value for service. When there was congruence between personal value and perceived service climate, even when both characteristics were low, service quality was still higher than when the service climate was incongruous with the employees{\textquoteright} own personal value. The results could be found only at the individual level and did not extend to the group level, where employees{\textquoteright} perception of service climate was aggregated.",

author = "Cheng, {Hing Cheung Kevin} and Hui, {C Harry} and Yongli Wang",

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N2 - The present study examined employees’ service quality as a function of person–organization fi t in terms of value congruence. A multilevel analysis was conducted on data collected on 518 Chinese employees in five service organizations. The results supported that employees’ perception of service climate interacted with personal value for service. When there was congruence between personal value and perceived service climate, even when both characteristics were low, service quality was still higher than when the service climate was incongruous with the employees’ own personal value. The results could be found only at the individual level and did not extend to the group level, where employees’ perception of service climate was aggregated.

AB - The present study examined employees’ service quality as a function of person–organization fi t in terms of value congruence. A multilevel analysis was conducted on data collected on 518 Chinese employees in five service organizations. The results supported that employees’ perception of service climate interacted with personal value for service. When there was congruence between personal value and perceived service climate, even when both characteristics were low, service quality was still higher than when the service climate was incongruous with the employees’ own personal value. The results could be found only at the individual level and did not extend to the group level, where employees’ perception of service climate was aggregated.

U2 - DOI: 10.1002/jpoc.20061

DO - DOI: 10.1002/jpoc.20061

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