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This study aimed at examining the effect of organizational climate (Instrumental aspect of climate, Cognitive aspect of climate, and Emotional aspect of climate) on the service performance of employees of the hospitality industry in five regions of Ghana. 418 matched responses were received and used to test the hypotheses. Confirmatory factor analysis revealed that the data had a good model fit. Hierarchical multiple regression was employed to analyze the data. Findings of the survey revealed that the instrumental aspect of climate, cognitive aspect of climate, and emotional aspect of climate had a positive and significant effect on both work passion and service performance. Work passion partially mediated the relationship between the instrumental aspect of climate and service performance and the relationship between the cognitive aspect of climate and service performance. However, only the relationship between the cognitive aspect of climate and work passion was moderated by the leader-member exchange. Implications and recommendations for future studies are discussed.

Investigating the Relationship between Organizational Climate and Service Performance: The Role of Work Passion and Leader-Member Exchange