Interpersonal Conflicts in the Unit Impact the Service Quality Rated by Customers: The Mediating Role of Work-Unit Well-Being

Interpersonal Conflicts in the Unit Impact the Service Quality Rated by Customers: The Mediating Role of Work-Unit Well-Being

Social dynamics at work are crucial for understanding how internal processes in an organization are related to their performance and productivity. Following the Service-Profit Chain (SPC) theory, this study analyses, at the work-unit level, how interpersonal conflicts are related to service quality...

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Bibliographic Details
Main Authors: Miriam Benitez, Jose M. Leon-Perez, Alejandro Orgambídez, Francisco J. Medina
Format: Article
Language:English
Published: MDPI AG 2021-07-01
Series:International Journal of Environmental Research and Public Health
Subjects:
interpersonal conflict
burnout
job satisfaction
service quality
work-unit performance
tourism and hospitality
Online Access:https://www.mdpi.com/1660-4601/18/15/8137

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https://www.mdpi.com/1660-4601/18/15/8137

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