How does service workers’ behavior affect their health? Service climate as a moderator in the service behavior–health relationships.

To address the question of whether providing high-quality service deteriorates or benefits workers’ health, a contingency model was tested that focused on service climate as a moderator. This interacts with service behavior to affect workers’ perceptions of emotional exhaustion, hence their physical and mental health. Findings of this study with 328 nurses from 66 nursing units indicated that congruent conditions of service climate and behaviors benefited workers’ health, whereas incongruent conditions affected it adversely. The findings are discussed in light of stress, and emotion–work perspectives. (PsycINFO Database Record (c) 2010 APA, all rights reserved)