Do personal values matter? The effects of personal values on hospitality employees’ service climate perceptions

Hiroaki Saito*, David Solnet, Richard Robinson, Neil Paulsen

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

5 Citations (Scopus)


Growing workforce diversity necessitates greater knowledge and understanding of how employee personal attributes alter perceptions of organisational practices. This study investigates the effects of personal values on employee perceptions of service climate in the context of multi-national hotel chains. We employed a sequential explanatory design that yielded unexpected results, indicating little evidence of personal values effects on employee perceptions of service climate. Nonetheless, the study contributes to unfolding the complex mechanisms of service climate antecedents. Situational strength theory and employees’ self-suppression of personal values advance understanding of the intersection between personal values, organisational attributes, and employee perceptions of service climate. Future research opportunities are proposed, and theoretical and practical implications are discussed.
Original languageEnglish
Pages (from-to)190-201
Number of pages12
JournalJournal of Hospitality and Tourism Management
Early online date26 Mar 2021
Publication statusPublished - 1 Jun 2021
Externally publishedYes

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