This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N=342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N=1,140) from these units provided information on employee performance and customer loyalty. Structural equation modeling analyses were consistent with a full mediation model in which organizational resources and work engagement predict service climate, which in turn predicts employee performance and then customer loyalty. Further analyses revealed a potential reciprocal effect between service climate and customer loyalty. Implications of the study are discussed, together with limitations and suggestions for future research.

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There is some inconsistency between the theory and practice of the analysis of deficits in managerial capabilities. Some academic literature suggests that the study of needs should be considered as gaps in competencies (Bee and Bee, 1994;Peiró, 1999), but organizations actually analyze needs as training preferences (Ford and Noe, 1987; Schwoerer, 1994, 1996;Tharenou, 1991 Note: This article is part of a research project entitled "Análisis funcional de los puestos de gestión de organizaciones de servicios turísticos y su incidencia sobre la calidad del servicio" (Functional analysis of management posts in tourism service organizations and its impact on service quality). It is a joint project between Valencia University and Jaume I University, funded by Conselleria d'Educació i Ciència .We would like to thank Professor Roger Kaufman from the Office for Needs Assessment and Planning, Florida State University, Tallahassee, for his help in reviewing the manuscript.

This study analyzes the influence of individual (age, education level, and job tenure) and contextual factors (type of establishment and number of subordinates) on managerial competency needs. The sample is composed of 80 Spanish managers from tourist organisations. Results show that managers from restaurants perceive more competency needs in tourist organisation management and communication skills than managers from hotels. Also education level is negatively related to competency needs in customers and employees management and efficiency at work. On the contrary, job tenure is positively linked to needs in customers and employees management and facilities and infrastructure management. Age and number of subordinates do not show any significant relation to competency needs. Implications and limitations of the study are discussed, and future research directions are presented.

The increase of education in younger people and the relative scarcity of qualified jobs available for them make the overeducation of young workers a social issue. We explored the relationships between overeducation and extra-role behaviors (job content innovation and career-enhancing strategies), as well as the direct and moderating role of personal initiative and intrinsic work values in these relationships. We collected data from a sample of 638 young Spanish employees. As expected, there were negative relationships between overeducation and content innovation, and career-enhancing strategies. Personal initiative and intrinsic work values related positively to extra-role behaviors. Moreover, high levels of intrinsic work values and personal initiative emerged as moderating factors which buffered the negative effect of overeducation on extra-role behaviors.

An understanding of what variables are involved in a better adjustment to chronic disease makes it possible to implement more suitable community healthcare interventions. It also allows the design of educational programmes aimed at increasing the independence of these patients, thereby enabling them to achieve a better health status. Both the personality and the resilience of the patient have been shown to play an important role in the process of adjusting to the new living conditions that result from having a chronic disease. Yet, to date, little research has been conducted in this area. This study uses structural equation modelling to explore the relationships among the personality factors, resilience and the variables of adjustment to disease (i.e. quality of life and level of self-care). The sample consists of 125 patients with a drainage enterostomy. Results show that the relationship model with the best fit is the one that considers resilience as a mediating variable in the relation between personality and disease adjustment variables. The implications of the findings and the limitations of the study are also discussed.

This paper studies safety attitudes, their relationship with safety training behaviour, and generalised self-efficacy. From a sociotechnical perspective, training programs might be used as a mechanism for enhancing attitudes, especially to improve safety and occupational health. Also, self-efficacy allows to enhance training effectiveness. The aim of this paper is to validate a safety attitude scale and to examine its relationship to safety training behaviour and self-efficacy in organisational settings. With data from 140 employees, results show a conceptually meaningful 3-factor solution. Hierarchical multiple regression analysis shows a main effect of safety training behaviour and levels of self-efficacy on safety attitude. Study limitations and its implications on safety training design are also discussed.