The antecedents and consequences of service climate in G2B e-government service providers: A case study of China

Dongyuan Wang; Zirui Men; Hong Ge; Yuqiang Feng

doi:10.1007/978-3-642-32054-5_88

The antecedents and consequences of service climate in G2B e-government service providers: A case study of China

Dongyuan Wang^*
, Zirui Men
, Hong Ge
, Yuqiang Feng

^*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

2 Scopus citations

Abstract

This study explores the antecedents and consequences of service climate in G2B e-government service providers. We employed a case study method in this exploratory research with the objectives to identify key influential factors of service climate from both organizational factors and psychological factors and its impact on service quality. Interviews with frontline service employees and their managers revealed ten factors from organization such as training, and confirmed the impact of positive psychological capital. Our findings highlight the positive psychology and some special factors like IT-based management as predictors of service climate and provide a new managerial insight on how to improve service quality. At last, limitations and suggestions for future research directions are discussed.

Original language	English
Title of host publication	LISS 2012 - Proceedings of 2nd International Conference on Logistics, Informatics and Service Science
Pages	631-636
Number of pages	6
DOIs	https://doi.org/10.1007/978-3-642-32054-5_88
State	Published - 2013
Externally published	Yes
Event	2nd International Conference on Logistics, Informatics and Service Science, LISS 2012 - Beijing, China Duration: 12 Jul 2012 → 15 Jul 2012

Publication series

Name	LISS 2012 - Proceedings of 2nd International Conference on Logistics, Informatics and Service Science

Conference

Conference	2nd International Conference on Logistics, Informatics and Service Science, LISS 2012
Country/Territory	China
City	Beijing
Period	12/07/12 → 15/07/12

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 13 Climate Action

Keywords

Case study
G2B e-government
Job resource
Psychological capital
Service climate
Service quality

Access to Document

10.1007/978-3-642-32054-5_88

Cite this

Wang, D., Men, Z., Ge, H., & Feng, Y. (2013). The antecedents and consequences of service climate in G2B e-government service providers: A case study of China. In LISS 2012 - Proceedings of 2nd International Conference on Logistics, Informatics and Service Science (pp. 631-636). (LISS 2012 - Proceedings of 2nd International Conference on Logistics, Informatics and Service Science). https://doi.org/10.1007/978-3-642-32054-5_88

Wang, Dongyuan ; Men, Zirui ; Ge, Hong et al. / The antecedents and consequences of service climate in G2B e-government service providers : A case study of China. LISS 2012 - Proceedings of 2nd International Conference on Logistics, Informatics and Service Science. 2013. pp. 631-636 (LISS 2012 - Proceedings of 2nd International Conference on Logistics, Informatics and Service Science).

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title = "The antecedents and consequences of service climate in G2B e-government service providers: A case study of China",

abstract = "This study explores the antecedents and consequences of service climate in G2B e-government service providers. We employed a case study method in this exploratory research with the objectives to identify key influential factors of service climate from both organizational factors and psychological factors and its impact on service quality. Interviews with frontline service employees and their managers revealed ten factors from organization such as training, and confirmed the impact of positive psychological capital. Our findings highlight the positive psychology and some special factors like IT-based management as predictors of service climate and provide a new managerial insight on how to improve service quality. At last, limitations and suggestions for future research directions are discussed.",

keywords = "Case study, G2B e-government, Job resource, Psychological capital, Service climate, Service quality",

author = "Dongyuan Wang and Zirui Men and Hong Ge and Yuqiang Feng",

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doi = "10.1007/978-3-642-32054-5\_88",

language = "英语",

isbn = "9783642320538",

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pages = "631--636",

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note = "2nd International Conference on Logistics, Informatics and Service Science, LISS 2012 ; Conference date: 12-07-2012 Through 15-07-2012",

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Wang, D, Men, Z, Ge, H & Feng, Y 2013, The antecedents and consequences of service climate in G2B e-government service providers: A case study of China. in LISS 2012 - Proceedings of 2nd International Conference on Logistics, Informatics and Service Science. LISS 2012 - Proceedings of 2nd International Conference on Logistics, Informatics and Service Science, pp. 631-636, 2nd International Conference on Logistics, Informatics and Service Science, LISS 2012, Beijing, China, 12/07/12. https://doi.org/10.1007/978-3-642-32054-5_88

The antecedents and consequences of service climate in G2B e-government service providers: A case study of China. / Wang, Dongyuan; Men, Zirui; Ge, Hong et al.
LISS 2012 - Proceedings of 2nd International Conference on Logistics, Informatics and Service Science. 2013. p. 631-636 (LISS 2012 - Proceedings of 2nd International Conference on Logistics, Informatics and Service Science).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AB - This study explores the antecedents and consequences of service climate in G2B e-government service providers. We employed a case study method in this exploratory research with the objectives to identify key influential factors of service climate from both organizational factors and psychological factors and its impact on service quality. Interviews with frontline service employees and their managers revealed ten factors from organization such as training, and confirmed the impact of positive psychological capital. Our findings highlight the positive psychology and some special factors like IT-based management as predictors of service climate and provide a new managerial insight on how to improve service quality. At last, limitations and suggestions for future research directions are discussed.

KW - Case study

KW - G2B e-government

KW - Job resource

KW - Psychological capital

KW - Service climate

KW - Service quality

UR - https://www.scopus.com/pages/publications/84883114800

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DO - 10.1007/978-3-642-32054-5_88

M3 - 会议稿件

AN - SCOPUS:84883114800

SN - 9783642320538

T3 - LISS 2012 - Proceedings of 2nd International Conference on Logistics, Informatics and Service Science

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Y2 - 12 July 2012 through 15 July 2012

ER -

Wang D, Men Z, Ge H, Feng Y. The antecedents and consequences of service climate in G2B e-government service providers: A case study of China. In LISS 2012 - Proceedings of 2nd International Conference on Logistics, Informatics and Service Science. 2013. p. 631-636. (LISS 2012 - Proceedings of 2nd International Conference on Logistics, Informatics and Service Science). doi: 10.1007/978-3-642-32054-5_88

The antecedents and consequences of service climate in G2B e-government service providers: A case study of China

Abstract

Publication series

Conference

UN SDGs

Keywords

Access to Document

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