The role of organizational facilitators in promoting job-related mental health and group service effectiveness: a two-wave analysis
研究基于西班牙53家酒店餐厅的两波数据，发现组织提供的培训、技术支持和自主权等促进因素能提升服务团队的心理健康状态，进而改善顾客评价的服务质量和忠诚度，且服务绩效反过来促进员工健康。
This study aimed to add to knowledge by providing a more systematic integration of work characteristics, workers’ health and performance. The two-wave multi-source study was conducted to test the relationship over time between the healthy states of groups of service-oriented workers and their service effectiveness when their organizations provide facilitators such as training, technical support and autonomy. The study takes healthy states to be a composite of affective-motivational and competent collective states (collective vigour and service competence) and service effectiveness. Service effectiveness was a combination of service quality as assessed by customers and their loyalty intentions. Data from 53 hotels and restaurants in Spain were aggregated from 256 boundary workers (i.e. workers in direct contact with customers) and 530 customers at Time 1 and from 470 customers at Time 2 six month later. Structural equation modelling showed that organizational facilitators at Time 1 were related to the service effectiveness reported by customers at Time 2, and also that there was a relationship between service effectiveness at Time 1 and the healthy states reported by the groups at Time 2. That is, contrary to what is widely believed, there was an influence of performance on well-being.