{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,6]],"date-time":"2026-02-06T22:39:36Z","timestamp":1770417576791,"version":"3.49.0"},"reference-count":112,"publisher":"MDPI AG","issue":"21","license":[{"start":{"date-parts":[[2021,11,5]],"date-time":"2021-11-05T00:00:00Z","timestamp":1636070400000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"DOI":"10.13039\/501100001871","name":"Funda\u00e7\u00e3o para a Ci\u00eancia e Tecnologia","doi-asserted-by":"publisher","award":["UIDB\/04020\/2020"],"award-info":[{"award-number":["UIDB\/04020\/2020"]}],"id":[{"id":"10.13039\/501100001871","id-type":"DOI","asserted-by":"publisher"}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Sustainability"],"abstract":"<jats:p>The purpose of this study is to carry out a systematic literature review and map the service climate in hospitality to discuss the future of the construct as a sustainable competitive advantage. A bibliometric (Bibliometrix) and network (VOSviewer) analysis were conducted in order to review the literature of 63 hospitality service climate articles published between 2005 and 2021, covering 167 authors, 30 journals, 17 countries, and indexed with 241 authors keywords. The \u201cInternational Journal of Contemporary Hospitality Management\u201d presents the most considerable accumulated growth of the hospitality service climate articles. The content analysis showed a total sample with 3519 customers and 23,068 employees, and all include women and men. The studies were carried out mainly in Asia. The research trend topics revealed that performance is one of the most crucial link factors, and keywords such as service climate, performance, antecedents, and perceptions are closely related. Finally, it is essential to highlight that the new trends are related to technology, industrial revolution 4.0, big data, and HR analytics.<\/jats:p>","DOI":"10.3390\/su132112214","type":"journal-article","created":{"date-parts":[[2021,11,7]],"date-time":"2021-11-07T20:42:54Z","timestamp":1636317774000},"page":"12214","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":11,"title":["A Bibliometric Analysis of Service Climate as a Sustainable Competitive Advantage in Hospitality"],"prefix":"10.3390","volume":"13","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-8088-769X","authenticated-orcid":false,"given":"Hugo","family":"Pal\u00e1cios","sequence":"first","affiliation":[{"name":"CinTurs\u2014Research Centre for Tourism, Sustainability and Well-Being, Faculty of Economics, University of Algarve, Campus de Gambelas, Edif\u00edcio 9, 8005-139 Faro, Portugal"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-8186-3507","authenticated-orcid":false,"given":"Helena de","family":"Almeida","sequence":"additional","affiliation":[{"name":"CinTurs\u2014Research Centre for Tourism, Sustainability and Well-Being, Faculty of Economics, University of Algarve, Campus de Gambelas, Edif\u00edcio 9, 8005-139 Faro, Portugal"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-8633-4199","authenticated-orcid":false,"given":"Maria Jos\u00e9","family":"Sousa","sequence":"additional","affiliation":[{"name":"CinTurs\u2014Research Centre for Tourism, Sustainability and Well-Being, ISCTE\u2014University Institute of Lisbon, Avenida das For\u00e7as Armadas, 1649-026 Lisboa, Portugal"}]}],"member":"1968","published-online":{"date-parts":[[2021,11,5]]},"reference":[{"key":"ref_1","doi-asserted-by":"crossref","unstructured":"Mittal, V., Han, K., and Westbrook, R.A. (2018). Customer engagement and employee engagement: A research review and agenda. Cust. Engagem. Mark., 173\u2013201.","DOI":"10.1007\/978-3-319-61985-9_8"},{"key":"ref_2","doi-asserted-by":"crossref","first-page":"83","DOI":"10.1002\/jsc.667","article-title":"Emotional intelligence and competitive advantage: Examining the relationship from a resource-based view","volume":"13","author":"Voola","year":"2004","journal-title":"Strat. Chang."},{"key":"ref_3","first-page":"41","article-title":"Is the Resource-Based \u201cView\u201d a useful perspective for strategic management research? Yes","volume":"26","author":"Barney","year":"2001","journal-title":"Acad. Manag. Rev."},{"key":"ref_4","doi-asserted-by":"crossref","first-page":"418","DOI":"10.2307\/3003464","article-title":"Uncertain imitability: An analysis of interfirm differences in efficiency under competition","volume":"13","author":"Lippman","year":"1982","journal-title":"Bell J. Econ."},{"key":"ref_5","doi-asserted-by":"crossref","first-page":"1504","DOI":"10.1287\/mnsc.35.12.1504","article-title":"Asset stock accumulation and sustainability of competitive advantage","volume":"35","author":"Dierickx","year":"1989","journal-title":"Manag. Sci."},{"key":"ref_6","doi-asserted-by":"crossref","first-page":"88","DOI":"10.2307\/258107","article-title":"Causal ambiguity, barriers to imitation, and sustainable competitive advantage","volume":"15","author":"Reed","year":"1990","journal-title":"Acad. Manag. Rev."},{"key":"ref_7","doi-asserted-by":"crossref","first-page":"31","DOI":"10.1002\/(SICI)1099-050X(199821)37:1<31::AID-HRM4>3.0.CO;2-W","article-title":"On becoming a strategic partner: The role of human resources in gaining competitive advantage","volume":"37","author":"Barney","year":"1998","journal-title":"Hum. Resour. Manag."},{"key":"ref_8","doi-asserted-by":"crossref","first-page":"13","DOI":"10.2307\/3069334","article-title":"Direct and moderating effects of human capital on strategy and performance in professional service firms: A resource-based perspective","volume":"44","author":"Hitt","year":"2001","journal-title":"Acad. Manag. J."},{"key":"ref_9","doi-asserted-by":"crossref","first-page":"248","DOI":"10.1037\/h0034724","article-title":"The perception of organizational climate: The customer\u2019s view","volume":"57","author":"Schneider","year":"1973","journal-title":"J. Appl. Psychol."},{"key":"ref_10","doi-asserted-by":"crossref","first-page":"404","DOI":"10.2307\/2087618","article-title":"Field theory in social science: Selected theoretical papers","volume":"16","author":"Price","year":"1951","journal-title":"Am. Sociol. Rev."},{"key":"ref_11","doi-asserted-by":"crossref","first-page":"554","DOI":"10.2307\/1420456","article-title":"Motivation and organizational climate","volume":"82","author":"Smith","year":"1969","journal-title":"Am. J. Psychol."},{"key":"ref_12","unstructured":"Tagiuri, R., Litwin, G.H., and Barnes, L.B. (1968). Organizational Climate: Explorations of a Concept, Harvard University."},{"key":"ref_13","doi-asserted-by":"crossref","first-page":"150","DOI":"10.1037\/0021-9010.83.2.150","article-title":"Linking service climate and customer perceptions of service quality: Tests of a causal model","volume":"83","author":"Schneider","year":"1998","journal-title":"J. Appl. Psychol."},{"key":"ref_14","doi-asserted-by":"crossref","first-page":"252","DOI":"10.2307\/2392454","article-title":"Employee and customer perceptions of service in banks","volume":"25","author":"Schneider","year":"1980","journal-title":"Adm. Sci. Q."},{"key":"ref_15","doi-asserted-by":"crossref","first-page":"307","DOI":"10.1111\/j.1744-6570.1996.tb01802.x","article-title":"A cross-level investigation of factors influencing unsafe behaviors and accidents","volume":"49","author":"Hofmann","year":"1996","journal-title":"Pers. Psychol."},{"key":"ref_16","first-page":"235","article-title":"Measuring climate for work group innovation: Development and validation of the team climate inventory","volume":"19","author":"Anderson","year":"1998","journal-title":"J. Organ. Behav. Int. J. Ind. Occup. Organ. Psychol. Behav."},{"key":"ref_17","doi-asserted-by":"crossref","first-page":"651","DOI":"10.1037\/a0026736","article-title":"Doing the right thing without being told: Joint effects of initiative climate and general self-efficacy on employee proactive customer service performance","volume":"97","author":"Raub","year":"2012","journal-title":"J. Appl. Psychol."},{"key":"ref_18","doi-asserted-by":"crossref","first-page":"5","DOI":"10.1177\/1094670513491633","article-title":"A service climate synthesis and future research agenda","volume":"17","author":"Bowen","year":"2014","journal-title":"J. Serv. Res."},{"key":"ref_19","doi-asserted-by":"crossref","first-page":"353","DOI":"10.5465\/amj.2011.60263097","article-title":"Acquiring and developing human capital in service contexts: The interconnectedness of human capital resources","volume":"54","author":"Ployhart","year":"2011","journal-title":"Acad. Manag. J."},{"key":"ref_20","first-page":"99","article-title":"Firm resources and sustained competitive advantage","volume":"17","author":"Barney","year":"1991","journal-title":"J. Manag."},{"key":"ref_21","doi-asserted-by":"crossref","first-page":"959","DOI":"10.1016\/j.joi.2017.08.007","article-title":"bibliometrix: An R-tool for comprehensive science mapping analysis","volume":"11","author":"Aria","year":"2017","journal-title":"J. Informetr."},{"key":"ref_22","doi-asserted-by":"crossref","unstructured":"Diodato, V.P., and Gellatly, P. (2013). Dictionary of Bibliometrics, Routledge.","DOI":"10.4324\/9780203714133"},{"key":"ref_23","doi-asserted-by":"crossref","first-page":"803","DOI":"10.1007\/s11205-020-02281-3","article-title":"Mapping the evolution of social research and data science on 30 years of social indicators research","volume":"149","author":"Aria","year":"2020","journal-title":"Soc. Indic. Res."},{"key":"ref_24","doi-asserted-by":"crossref","first-page":"595","DOI":"10.1007\/s11192-016-1948-8","article-title":"Foundations and trends in performance management. A twenty-five years bibliometric analysis in business and public administration domains","volume":"108","author":"Cuccurullo","year":"2016","journal-title":"Scientometrics"},{"key":"ref_25","unstructured":"Rebelo, T., and Gomes, D. (2021, March 28). Organizational Learning and Learning Organizations. Available online: ttp:\/\/hdl.handle.net\/10316.2\/2953."},{"key":"ref_26","unstructured":"Krasulja, N., Radojevi\u0107, I., and Janju\u0161i\u0107, D. (2016, January 13). Holacracy-the new management system. Proceedings of the International Scientific Conference, Njs, Serbia."},{"key":"ref_27","doi-asserted-by":"crossref","unstructured":"Eckstein, J. (2016, January 24). Sociocracy: An organization model for large-scale agile development. Proceedings of the Scientific Workshop Proceedings of XP2016, Edinburgh, Scotland.","DOI":"10.1145\/2962695.2962701"},{"key":"ref_28","doi-asserted-by":"crossref","first-page":"179","DOI":"10.1108\/09604520810859229","article-title":"How some service firms have become part of \u201cservice excellence\u201d folklore","volume":"18","author":"Solnet","year":"2008","journal-title":"Manag. Serv. Qual. Int. J."},{"key":"ref_29","doi-asserted-by":"crossref","first-page":"310","DOI":"10.1177\/1938965508316267","article-title":"Recognizing the emotional element in service excellence","volume":"49","author":"Johanson","year":"2008","journal-title":"Cornell Hosp. Q."},{"key":"ref_30","doi-asserted-by":"crossref","unstructured":"Schneider, B., and Bowen, D.E. (2010). Winning the service game. Handbook of Service Science, Volume II, Springer.","DOI":"10.1007\/978-1-4419-1628-0_4"},{"key":"ref_31","doi-asserted-by":"crossref","first-page":"161","DOI":"10.1177\/1938965512454595","article-title":"Got support? The impact of supportive work practices on the perceptions, motivation, and behavior of customer-contact employees","volume":"54","author":"Michel","year":"2013","journal-title":"Cornell Hosp. Q."},{"key":"ref_32","doi-asserted-by":"crossref","first-page":"592","DOI":"10.1108\/09596111111143359","article-title":"Service climate, employee commitment and customer satisfaction","volume":"23","author":"He","year":"2011","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_33","first-page":"12","article-title":"Investigating the impact of service climate on intention to revisit a hotel: The mediating role of perceived service quality and relationship quality","volume":"12","author":"Sadeghi","year":"2016","journal-title":"Int. J. Manag. Sci. Eng. Manag."},{"key":"ref_34","doi-asserted-by":"crossref","first-page":"1217","DOI":"10.1037\/0021-9010.90.6.1217","article-title":"Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate","volume":"90","author":"Salanova","year":"2005","journal-title":"J. Appl. Psychol."},{"key":"ref_35","doi-asserted-by":"crossref","first-page":"390","DOI":"10.1177\/1938965518777215","article-title":"The Relationship of service providers\u2019 perceptions of service climate to guest satisfaction, return intentions, and firm performance","volume":"59","author":"Susskind","year":"2018","journal-title":"Cornell Hosp. Q."},{"key":"ref_36","doi-asserted-by":"crossref","first-page":"260","DOI":"10.1108\/IJCHM-05-2016-0267","article-title":"What matters most in the service-profit chain? An empirical test in a restaurant company","volume":"30","author":"Solnet","year":"2018","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_37","doi-asserted-by":"crossref","first-page":"99","DOI":"10.1177\/002224298504900110","article-title":"A role theory perspective on dyadic interactions: The service encounter","volume":"49","author":"Solomon","year":"1985","journal-title":"J. Mark."},{"key":"ref_38","doi-asserted-by":"crossref","first-page":"122","DOI":"10.1177\/1096348016683512","article-title":"Guest\u2013server exchange model and performance: The connection between service climate and unit-level sales in multiunit restaurants","volume":"42","author":"Susskind","year":"2016","journal-title":"J. Hosp. Tour. Res."},{"key":"ref_39","doi-asserted-by":"crossref","first-page":"179","DOI":"10.1037\/0021-9010.88.1.179","article-title":"Customer service providers\u2019 attitudes relating to customer service and customer satisfaction in the customer-server exchange","volume":"88","author":"Susskind","year":"2003","journal-title":"J. Appl. Psychol."},{"key":"ref_40","doi-asserted-by":"crossref","first-page":"237","DOI":"10.1037\/a0031666","article-title":"Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate","volume":"98","author":"Hong","year":"2013","journal-title":"J. Appl. Psychol."},{"key":"ref_41","doi-asserted-by":"crossref","first-page":"338","DOI":"10.1177\/1096348007299922","article-title":"Employees\u2019 perceptions of organizational trust and service climate: A structural model combining their effects on employee satisfaction","volume":"31","author":"Chathoth","year":"2007","journal-title":"J. Hosp. Tour. Res."},{"key":"ref_42","doi-asserted-by":"crossref","first-page":"102944","DOI":"10.1016\/j.ijhm.2021.102944","article-title":"A bibliometric analysis of trust in the field of hospitality and tourism","volume":"95","author":"Sousa","year":"2021","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_43","doi-asserted-by":"crossref","first-page":"2035","DOI":"10.1108\/IJCHM-05-2019-0501","article-title":"Servant leadership and organizational citizenship behavior","volume":"32","author":"Elche","year":"2020","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_44","first-page":"8","article-title":"New strategies in the new millennium: Servant leadership as enhancer of service climate and customer service performance","volume":"8","year":"2017","journal-title":"Front. Psychol."},{"key":"ref_45","doi-asserted-by":"crossref","first-page":"1133","DOI":"10.1080\/02642069.2018.1433164","article-title":"The effect of ethical leadership on service sabotage","volume":"38","author":"Tuna","year":"2018","journal-title":"Serv. Ind. J."},{"key":"ref_46","doi-asserted-by":"crossref","first-page":"102610","DOI":"10.1016\/j.ijhm.2020.102610","article-title":"The effects of high performance work systems in employees\u2019 service-oriented OCB","volume":"90","author":"Kloutsiniotis","year":"2020","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_47","unstructured":"Snell, S., Morris, S., and Bohlander, G.W. (2007). Managing Human Resources, Cengage Learning."},{"key":"ref_48","doi-asserted-by":"crossref","first-page":"51","DOI":"10.1080\/10669868.2015.1126878","article-title":"Employee turnover in international brand hotels in Russia: A comparison of nationals and foreign nationals","volume":"22","author":"Dusek","year":"2016","journal-title":"J. East-West Bus."},{"key":"ref_49","first-page":"414","article-title":"A sustainable e-service quality model","volume":"25","author":"Stamenkov","year":"2015","journal-title":"J. Serv. Theory Pr."},{"key":"ref_50","doi-asserted-by":"crossref","unstructured":"Li, L., Kung, H.-C., Tsai, F.-S., Liu, C.-F., and Lu, K.-H. (2018). Service learning, service climate, and service-based social innovation for sustainability. Sustainability, 10.","DOI":"10.3390\/su10072566"},{"key":"ref_51","doi-asserted-by":"crossref","first-page":"158","DOI":"10.1016\/j.jhtm.2019.04.001","article-title":"A systematic review of systematic reviews in tourism","volume":"39","author":"Mura","year":"2019","journal-title":"J. Hosp. Tour. Manag."},{"key":"ref_52","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1186\/s12911-017-0476-7","article-title":"Bibliometric analysis of worldwide scientific literature in mobile - health: 2006\u20132016","volume":"17","author":"Sweileh","year":"2017","journal-title":"BMC Med. Inform. Decis. Mak."},{"key":"ref_53","first-page":"629","article-title":"A unified approach to mapping and clustering of bibliometric networks","volume":"4","author":"Waltman","year":"2010","journal-title":"J. Inf."},{"key":"ref_54","first-page":"523","article-title":"Software survey: VOSviewer, a computer program for bibliometric mapping","volume":"84","author":"Waltman","year":"2009","journal-title":"Scientometrics"},{"key":"ref_55","unstructured":"Ware, M., and Mabe, M. (2015). The STM Report: An Overview of Scientific and Scholarly Journal Publishing, International Association of Scientific."},{"key":"ref_56","doi-asserted-by":"crossref","first-page":"251","DOI":"10.1016\/j.ijhm.2018.09.007","article-title":"The better I feel, the better I can do: The role of leaders\u2019 positive affective presence","volume":"78","author":"Jiang","year":"2019","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_57","doi-asserted-by":"crossref","first-page":"953","DOI":"10.1038\/224953a0","article-title":"Bradford\u2019s law and the bibliography of science","volume":"224","author":"Brookes","year":"1969","journal-title":"Nature"},{"key":"ref_58","first-page":"21","article-title":"The bradford distribution: A review of the literature, 1934\u20131987","volume":"11","author":"Lockett","year":"1989","journal-title":"Libr. Inf. Sci. Res."},{"key":"ref_59","first-page":"166","article-title":"Authorship trends and collaboration pattern in the marine sciences literature: A scientometric study","volume":"2","author":"Elango","year":"2012","journal-title":"Int. J. Inf. Dissem. Technol."},{"key":"ref_60","doi-asserted-by":"crossref","first-page":"153","DOI":"10.1016\/j.brq.2016.02.001","article-title":"Growth and structure of authorship and co-authorship network in the strategic management realm: Evidence from the Strategic Management Journal","volume":"19","author":"Koseoglu","year":"2016","journal-title":"BRQ Bus. Res. Q."},{"key":"ref_61","doi-asserted-by":"crossref","first-page":"3067","DOI":"10.1108\/IJCHM-02-2019-0128","article-title":"The scale development of organizational culture on customer delight","volume":"32","author":"Kao","year":"2020","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_62","doi-asserted-by":"crossref","first-page":"615","DOI":"10.1108\/JSM-01-2019-0009","article-title":"Reducing service sabotage and improving employee commitment to service quality","volume":"33","author":"Schwepker","year":"2019","journal-title":"J. Serv. Mark."},{"key":"ref_63","doi-asserted-by":"crossref","first-page":"945","DOI":"10.1108\/IJCHM-08-2014-0388","article-title":"The impact of CEO servant leadership on firm performance in the hospitality industry","volume":"28","author":"Huang","year":"2016","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_64","first-page":"317","article-title":"The frequency distribution of scientific distribution","volume":"16","author":"Lokta","year":"1926","journal-title":"J. Wash. Acad. Sci."},{"key":"ref_65","doi-asserted-by":"crossref","first-page":"e00300","DOI":"10.1016\/j.heliyon.2017.e00300","article-title":"Citation analysis of scientific categories","volume":"3","author":"Patience","year":"2017","journal-title":"Heliyon"},{"key":"ref_66","unstructured":"Hackman, J.R., and Oldham, G.R. (1980). Work Redesign, Addison-Wesley."},{"key":"ref_67","doi-asserted-by":"crossref","first-page":"337","DOI":"10.1111\/1464-0597.00062","article-title":"The influence of culture, community, and the nested-self in the stress process: Advancing conservation of resources theory","volume":"50","author":"Hobfoll","year":"2001","journal-title":"Appl. Psychol."},{"key":"ref_68","doi-asserted-by":"crossref","first-page":"107","DOI":"10.1037\/0021-9010.75.2.107","article-title":"Personality, affect, and behavior in groups","volume":"75","author":"George","year":"1990","journal-title":"J. Appl. Psychol."},{"key":"ref_69","doi-asserted-by":"crossref","first-page":"692","DOI":"10.2307\/256287","article-title":"Psychological conditions of personal engagement and disengagement at work","volume":"33","author":"Kahn","year":"1990","journal-title":"Acad. Manag. J."},{"key":"ref_70","doi-asserted-by":"crossref","first-page":"224","DOI":"10.2307\/2392563","article-title":"A social information processing approach to job attitudes and task design","volume":"23","author":"Salancik","year":"1978","journal-title":"Adm. Sci. Q."},{"key":"ref_71","unstructured":"Blau, P. (1964). Power and Exchange in Social Life, John Wiley & Sons."},{"key":"ref_72","doi-asserted-by":"crossref","first-page":"885","DOI":"10.1016\/j.ijhm.2011.10.007","article-title":"Promoting service-oriented organizational citizenship behaviors in hotels: The role of high-performance human resource practices and organizational social climates","volume":"31","author":"Tang","year":"2012","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_73","unstructured":"Appelbaum, E., Bailey, T., Berg, P., Kalleberg, A.L., and Bailey, T.A. (2000). Manufacturing Advantage: Why High-Performance Work Systems Pay off, Cornell University Press."},{"key":"ref_74","doi-asserted-by":"crossref","first-page":"751","DOI":"10.1002\/asi.23089","article-title":"Detecting the historical roots of research fields by reference publication year spectroscopy (RPYS)","volume":"65","author":"Marx","year":"2014","journal-title":"J. Assoc. Inf. Sci. Technol."},{"key":"ref_75","doi-asserted-by":"crossref","first-page":"161","DOI":"10.2307\/2092623","article-title":"The norm of reciprocity: A preliminary statement","volume":"25","author":"Gouldner","year":"1960","journal-title":"Am. Sociol. Rev."},{"key":"ref_76","unstructured":"Bandura, A., and McClelland, D.C. (1977). Social Learning Theory, Englewood cliffs Prentice Hall."},{"key":"ref_77","first-page":"1062","article-title":"An introduction to multilevel modeling techniques","volume":"53","author":"Bliese","year":"2000","journal-title":"Pers. Psychol."},{"key":"ref_78","unstructured":"Klein, K.J., and Kozlowski, S.W. (2000). Multilevel Theory, Research, and Methods in Organizations: Foundations, Extensions, and New Directions, Jossey-Bass."},{"key":"ref_79","doi-asserted-by":"crossref","first-page":"411","DOI":"10.1037\/0033-2909.103.3.411","article-title":"Structural equation modeling in practice: A review and recommended two-step approach","volume":"103","author":"Anderson","year":"1988","journal-title":"Psychol. Bull."},{"key":"ref_80","unstructured":"Aiken, L.S., West, S.G., and Reno, R.R. (1991). Multiple Regression: Testing and Interpreting Interactions, Sage."},{"key":"ref_81","doi-asserted-by":"crossref","first-page":"52","DOI":"10.1177\/002224299606000406","article-title":"The management of customer-contact service employees: An empirical investigation","volume":"60","author":"Hartline","year":"1996","journal-title":"J. Mark."},{"key":"ref_82","doi-asserted-by":"crossref","first-page":"455","DOI":"10.1016\/S0022-4359(99)80104-3","article-title":"SERV\u2217OR: A managerial measure of organizational service-orientation","volume":"74","author":"Lytle","year":"1998","journal-title":"J. Retail."},{"key":"ref_83","doi-asserted-by":"crossref","first-page":"967","DOI":"10.1002\/asi.23437","article-title":"Comparing keywords plus of WOS and author keywords: A case study of patient adherence research","volume":"67","author":"Zhang","year":"2016","journal-title":"J. Assoc. Inf. Sci. Technol."},{"key":"ref_84","doi-asserted-by":"crossref","first-page":"125","DOI":"10.1016\/j.ijhm.2019.03.014","article-title":"When do satisfied employees become more committed? A multilevel investigation of the role of internal service climate","volume":"82","author":"Wong","year":"2019","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_85","doi-asserted-by":"crossref","unstructured":"Phuong, L.P.T., and Ahn, Y.-J. (2021). Service climate and empowerment for customer service quality among vietnamese employees at restaurants. Sustainability, 13.","DOI":"10.3390\/su13031172"},{"key":"ref_86","first-page":"283","article-title":"Mapping co-word structures: A comparison of multidimensional scaling and leximappe","volume":"15","author":"Tijssen","year":"1989","journal-title":"Sci."},{"key":"ref_87","doi-asserted-by":"crossref","first-page":"298","DOI":"10.1002\/(SICI)1097-4571(199306)44:5<298::AID-ASI5>3.0.CO;2-A","article-title":"Key words plus [TM]-algorithmic derivative indexing","volume":"44","author":"Garfield","year":"1993","journal-title":"J. Am. Soc. Inf. Sci."},{"key":"ref_88","first-page":"146","article-title":"An approach for detecting, quantifying, and visualizing the evolution of a research field: A practical application to the Fuzzy Sets Theory field","volume":"5","author":"Cobo","year":"2011","journal-title":"J. Inf."},{"key":"ref_89","doi-asserted-by":"crossref","first-page":"36","DOI":"10.3389\/fpsyg.2020.00036","article-title":"Role stress and turnover intention of front-line hotel employees: The roles of burnout and service climate","volume":"11","author":"Wen","year":"2020","journal-title":"Front. Psychol."},{"key":"ref_90","doi-asserted-by":"crossref","first-page":"974","DOI":"10.1108\/IJCHM-02-2013-0073","article-title":"How and when the effect of ethical leadership occurs? A multilevel analysis in the Chinese hospitality industry","volume":"26","author":"Qin","year":"2014","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_91","doi-asserted-by":"crossref","first-page":"341","DOI":"10.1016\/j.tourman.2015.07.008","article-title":"The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels","volume":"52","author":"Ling","year":"2016","journal-title":"Tour. Manag."},{"key":"ref_92","first-page":"101","article-title":"Performance driven outcomes\u2014The case of frontline employees in the hospitality sector","volume":"28","author":"Prentice","year":"2018","journal-title":"J. Hosp. Mark. Manag."},{"key":"ref_93","doi-asserted-by":"crossref","first-page":"472","DOI":"10.1080\/10941665.2014.889029","article-title":"The effect of service climate on perceived service value and behavioral intentions: The mediating role of service quality","volume":"20","author":"Mokhtaran","year":"2014","journal-title":"Asia Pac. J. Tour. Res."},{"key":"ref_94","doi-asserted-by":"crossref","first-page":"154","DOI":"10.1016\/j.jhtm.2016.07.003","article-title":"(Christina) Developing a people-technology hybrids model to unleash innovation and creativity: The new hospitality frontier","volume":"29","author":"Kandampully","year":"2016","journal-title":"J. Hosp. Tour. Manag."},{"key":"ref_95","doi-asserted-by":"crossref","first-page":"469","DOI":"10.1108\/JHTI-01-2019-0013","article-title":"Effective training methods for fostering exceptional service employees","volume":"2","author":"Luo","year":"2019","journal-title":"J. Hosp. Tour. Insights"},{"key":"ref_96","doi-asserted-by":"crossref","first-page":"102254","DOI":"10.1016\/j.jretconser.2020.102254","article-title":"The consequences of customer-oriented constructive deviance in luxury-hotel restaurants","volume":"57","author":"Gong","year":"2020","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_97","doi-asserted-by":"crossref","first-page":"53","DOI":"10.1177\/1938965516641515","article-title":"Servant versus authentic leadership","volume":"58","author":"Ling","year":"2017","journal-title":"Cornell Hosp. Q."},{"key":"ref_98","doi-asserted-by":"crossref","first-page":"1109","DOI":"10.1108\/IJCHM-06-2019-0510","article-title":"Abusive supervision and frontline employees\u2019 attitudinal outcomes","volume":"32","author":"Quratulain","year":"2020","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_99","first-page":"73","article-title":"Diferencias en clima de servicio y conductas extra-rol hacia el cliente: Una aproximaci\u00f3n contextual en hoteles [Climate for service and extra-role customer service differences: A contextual approach in hotels]","volume":"14","author":"Moliner","year":"2004","journal-title":"Rev. de Psicol. Soc. Apl."},{"key":"ref_100","doi-asserted-by":"crossref","first-page":"69","DOI":"10.5093\/tr2012a6","article-title":"Validation of a measure of service climate in organizations","volume":"28","author":"Carrasco","year":"2012","journal-title":"Rev. Psicol. Trab. Organ."},{"key":"ref_101","doi-asserted-by":"crossref","first-page":"1162","DOI":"10.1080\/10548408.2015.1094002","article-title":"The effect of psychological climate on job outcomes: Evidence from the airline industry","volume":"33","author":"Karatepe","year":"2016","journal-title":"J. Travel Tour. Mark."},{"key":"ref_102","doi-asserted-by":"crossref","first-page":"76","DOI":"10.1108\/IJCHM-04-2016-0185","article-title":"Service climate: How does it affect turnover intention?","volume":"30","author":"Kang","year":"2018","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_103","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1016\/j.ijhm.2018.03.003","article-title":"Impact of service climate and psychological capital on employee engagement: The role of organizational hierarchy","volume":"75","author":"Kang","year":"2018","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_104","first-page":"20","article-title":"Internal service quality, customer and job satisfaction: Linkages and implications for management","volume":"19","author":"Hallowell","year":"1996","journal-title":"Hum. Resour. Plan."},{"key":"ref_105","doi-asserted-by":"crossref","first-page":"185","DOI":"10.1504\/IJIL.2019.097659","article-title":"Evolution and effectiveness of e-learning in accounting education: The case of Hong Kong","volume":"25","author":"Wong","year":"2019","journal-title":"Int. J. Innov. Learn."},{"key":"ref_106","doi-asserted-by":"crossref","first-page":"94","DOI":"10.1016\/j.jairtraman.2017.11.009","article-title":"Examining the moderating effects of service climate on psychological capital, work engagement, and service behavior among flight attendants","volume":"67","author":"Cheng","year":"2018","journal-title":"J. Air Transp. Manag."},{"key":"ref_107","doi-asserted-by":"crossref","first-page":"58","DOI":"10.1016\/j.tourman.2014.02.012","article-title":"Investigating the moderating effects of service climate on personality, motivation, social support, and performance among flight attendants","volume":"44","author":"Chen","year":"2014","journal-title":"Tour. Manag."},{"key":"ref_108","doi-asserted-by":"crossref","first-page":"3023","DOI":"10.1108\/IJCHM-08-2016-0479","article-title":"Opportunities and challenges of value co-creation","volume":"29","author":"Ma","year":"2017","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_109","doi-asserted-by":"crossref","first-page":"116","DOI":"10.1016\/j.ijhm.2015.12.003","article-title":"Effect of servicescape on customer behavioral intentions: Moderating roles of service climate and employee engagement","volume":"53","author":"Chang","year":"2016","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_110","doi-asserted-by":"crossref","first-page":"498","DOI":"10.1108\/JSM-08-2013-0226","article-title":"Marketing culture to service climate: The influence of employee control and flexibility","volume":"28","author":"Morgan","year":"2014","journal-title":"J. Serv. Mark."},{"key":"ref_111","doi-asserted-by":"crossref","unstructured":"Park, S., Kwun, D.J., Park, J.-Y., and Bufquin, D. (2021). Service quality dimensions in hotel service delivery options: Comparison between human interaction service and self-service technology. Int. J. Hosp. Tour. Adm., 1\u201328.","DOI":"10.1080\/15256480.2021.1935392"},{"key":"ref_112","doi-asserted-by":"crossref","first-page":"51","DOI":"10.1016\/j.jsis.2012.10.001","article-title":"IT service climate, antecedents and IT service quality outcomes: Some initial evidence","volume":"22","author":"Jia","year":"2013","journal-title":"J. Strat. Inf. Syst."}],"container-title":["Sustainability"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.mdpi.com\/2071-1050\/13\/21\/12214\/pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,10,11]],"date-time":"2025-10-11T07:26:21Z","timestamp":1760167581000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.mdpi.com\/2071-1050\/13\/21\/12214"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2021,11,5]]},"references-count":112,"journal-issue":{"issue":"21","published-online":{"date-parts":[[2021,11]]}},"alternative-id":["su132112214"],"URL":"https:\/\/doi.org\/10.3390\/su132112214","relation":{},"ISSN":["2071-1050"],"issn-type":[{"value":"2071-1050","type":"electronic"}],"subject":[],"published":{"date-parts":[[2021,11,5]]}}}