This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N=342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N=1,140) from these units provided information on employee performance and customer loyalty. Structural equation modeling analyses were consistent with a full mediation model in which organizational resources and work engagement predict service climate, which in turn predicts employee performance and then customer loyalty. Further analyses revealed a potential reciprocal effect between service climate and customer loyalty. Implications of the study are discussed, together with limitations and suggestions for future research.

The authors tested 3 hypotheses regarding the antecedents and moderator influences of climate strength (CS; the degree of within-unit agreement of climate perceptions). The sample consisted of 197 work units. Social interaction among unit members showed positive, statistically significant correlations with CS in goals orientation and innovation climate. Work-unit leaders' informing behavior was positively correlated with CS in the 3 climate facets measured (i.e., support, goals orientation, and innovation). CS in innovation moderated the impact of work units' innovation climate on average satisfaction and commitment. CS in goals orientation moderated the influence of work units' goal orientation on average commitment. The moderator influences showed the expected direction: CS fostered the influence of work units' climate on the criterion variables.

Human resource management that aims to promote employee wellbeing calls for a new style of leadership. Such a strategy focuses on fostering flourishing and resilient workers to build up thriving businesses and robust and sustainable organizations. In this framework, we developed a new integrated construct of human capital sustainability leadership, and a scale to assess it. This leadership style has its roots in the existing definition of the term but aims to achieve higher integration of different functions and of the four dimensions of leadership, including ethical, sustainable, mindful and servant leadership. In this study, we analyze the psychometric properties of the new scale for assessing human capital sustainability leadership for Italian workers. The results of the exploratory factor analysis reveal a factor structure with the four dimensions that have good reliability and validity. The confirmatory factor analysis confirms this four-dimensional structure, which is integrated into the construct of human capital sustainability leadership as a single second-order factor.