Organizational service systems: Antecedents and consequences

The main objective of this article is to contribute to existing knowledge on how organizational service systems influence customer-contact employee job satisfaction. We examined the relationships using dyadic data provided by hotel managers and receptionists at 149 hotels. Owing to the size of the sample, we used hierarchical moderating regression analysis to test our hypotheses. Our results allowed us to verify the effect of the organizational service standards communication system on the job satisfaction of customer-contact employees, as well as the moderating effect of employee customer orientation on the relationship between the service standards communication system and employee job satisfaction. The results also highlighted the influence of hotel ratings on service standards communication and on service failure prevention and recovery, and the influence of hotel size on service technology and on service failure prevention and recovery.