Does organizational climate add to service quality in hotels?

Abstract

This paper examines organizational climate and organizational culture within a hotel industry framework. An argument is put forward that there is a causal link between good organizational climate and the level of service quality in a hotel. Organizational climate is also examined within the service quality framework to explore the effects of its integration into quality initiatives. A conceptual model of organizational climate and service quality and performance is presented that provides an explanation of the linkage between organizational culture, organizational climate, service quality, customer satisfaction and hotel performance.