The Antecedents And Consequences Of Service Climate In G2B E-government Service Providers

The existing researches on service climate concentrates on areas such as banks,hotels and restaurants, the influencing factors of the service climate only on theorganizational aspects, and few scholars do research on G2B e-government servicesclimate. However, G2B e-government service climate is different from other serviceindustries in service environment. How service climate is formed and what is influenceon service quality. Based on the existing atmosphere of theoretical and practicalbusiness background, we conduct research on influencing factors of the service climateand the influence that service climate has on service quality.Through in-depth interviews with company employees, we found that the factorsaffecting service atmosphere, and that service climate is an important factor of theservice quality. Through case studies, we found that the major influencing factors ofservice climate is mainly from of maturity from IS support maturity, Pay System,training and social support from colleague as well as psychological capital, such asself-efficacy, hope, optimism, and resilience which will influence employees’ perceptionof service climate. We build the model of the factors which will impact service qualityand their impact on the service quality. Through a questionnaire survey of corporatefront-line service staff, we collected153valid questionnaires, and use structuralequation model of the study to validate the model. The results show that organizationalfactors in which IS support maturity, Pay System, training have a positive impact on theservice climate and psychological factors in which self-efficacy, hope have a positiveimpact on the service climate have a positive impact on the service climate andpsychological capital in self-efficacy and that hope to have a positive service climatehas positive influence on service quality and that positive regulation of the frequencyof service positively moderate the influence that service have on service quality. Thisstudy provides a theoretical reference to create good service climate and enhanceservice quality.