Manager Psychological Capital, Unit Service Climate, and Customer Satisfaction: Toward a Multilevel Model

Abstract

Customer satisfaction is critical for organizational success. Research supports a positive relationship between service climate and customer satisfaction. However, research is unlimited on the antecedents of service climate, particularly manager characteristics and psychological resources. This study seeks to fill this gap, by examining the relationship between managers’ psychological capital (PsyCap), their units’ service climate, and their customers’ satisfaction. We utilize the underlying theoretical mechanisms for each of these constructs to draw linkages between them. We propose that managers’ PsyCap can promote their units’ service climate, and in turn customer satisfaction. Implications and future directions for research and practice of this holistic and multilevel model are also presented, with an emphasis on managers’ PsyCap development.