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. © Springer-Verlag Berlin Heidelberg 2013.