Serving with spirit: an integrative model of workplace spirituality within service organizations

Abstract

Service organizations are uniquely subject to the effects of emotional labor. To address these impacts, we examine workplace spirituality (WPS) as a valuable resource within the emotional labor context of service organizations and propose an integrative model that encompasses the effects of WPS on employees, customers, and the organization. We posit that organizations that possess the WPS values of respect, humanism, and integrity, and an ethical organizational climate can buffer the negative effects of emotional labor through increased employee satisfaction and organizational commitment. Similarly, we propose that WPS can positively influence customer satisfaction and loyalty and also organizational performance and sustainability directly through its WPS values and ethical climate, and indirectly through employee satisfaction and commitment and customer satisfaction and loyalty. Our conceptual integrative model provides testable propositions related to WPS within the emotional labor context of service organizations. Implications for theory and practice are outlined.