{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,16]],"date-time":"2026-03-16T18:49:48Z","timestamp":1773686988833,"version":"3.50.1"},"reference-count":80,"publisher":"MDPI AG","issue":"15","license":[{"start":{"date-parts":[[2021,7,31]],"date-time":"2021-07-31T00:00:00Z","timestamp":1627689600000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"name":"Andalusian Plan for Science and Innovation","award":["PAIDI2019-SEJ458"],"award-info":[{"award-number":["PAIDI2019-SEJ458"]}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IJERPH"],"abstract":"<jats:p>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 in the hospitality and tourism industry through the shared experience of well-being in the work unit. In other words, we examine the mediating role of two main aspects of work-related well-being in the unit (job satisfaction and burnout) on the relationship between interpersonal conflicts in the unit and customers\u2019 perceptions of service quality. To do so, we conducted a cross-sectional survey study that collected data from 398 service employees (91 work units) and 1233 customers from three and four-star hotels with restaurant in Spain. Using path analysis in Structural Equation Models, our results supported a full mediation model at the work-unit level: interpersonal conflicts in the work unit are related to customers\u2019 service quality perceptions through the work-unit\u2019s well-being (job satisfaction and burnout). Therefore, our findings extend the SPC theory by integrating group dynamics and employees\u2019 experiences, which should be enhanced through occupational health-oriented policies and practices to increase service quality. In this sense, this study has implications for the development of intervention programs aiming at improving the occupational well-being and quality of service in hospitality and tourism settings.<\/jats:p>","DOI":"10.3390\/ijerph18158137","type":"journal-article","created":{"date-parts":[[2021,8,1]],"date-time":"2021-08-01T21:51:07Z","timestamp":1627854667000},"page":"8137","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":11,"title":["Interpersonal Conflicts in the Unit Impact the Service Quality Rated by Customers: The Mediating Role of Work-Unit Well-Being"],"prefix":"10.3390","volume":"18","author":[{"given":"Miriam","family":"Benitez","sequence":"first","affiliation":[{"name":"Department of Social Psychology, Faculty of Psychology, University of Seville, 41018 Seville, Spain"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-3928-9799","authenticated-orcid":false,"given":"Jose M.","family":"Leon-Perez","sequence":"additional","affiliation":[{"name":"Department of Social Psychology, Faculty of Psychology, University of Seville, 41018 Seville, Spain"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-3785-4336","authenticated-orcid":false,"given":"Alejandro","family":"Orgamb\u00eddez","sequence":"additional","affiliation":[{"name":"Social Psychology Department, Faculty of Psychology, University of M\u00e1laga, 29071 M\u00e1laga, Spain"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-3657-1716","authenticated-orcid":false,"given":"Francisco J.","family":"Medina","sequence":"additional","affiliation":[{"name":"Department of Social Psychology, Faculty of Psychology, University of Seville, 41018 Seville, Spain"}]}],"member":"1968","published-online":{"date-parts":[[2021,7,31]]},"reference":[{"key":"ref_1","first-page":"28","article-title":"Tourism and economic growth: A review of empirical literature","volume":"6","author":"Molina","year":"2013","journal-title":"Tour. 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