The Effects of Justice Climate and Service Climate on Employee Service Behavior through Work Engagement: Evidence from a Business-to-Business Food and Beverage Distributor in Indonesia

This study examines the effects of justice climate and service climate on employee service behavior, with work engagement as a mediator, among employees of an Indonesian business-to-business food and beverage distributor. Data from 50 employees of PT Dinamika Sumber Makmur's foodservice segment were analyzed using Partial Least Squares Structural Equation Modeling in SmartPLS 4. Justice climate had a strong, significant positive effect on work engagement but no significant direct effect on employee service behavior. Service climate had no significant effect on either work engagement or employee service behavior, whereas work engagement positively and significantly affected employee service behavior. Work engagement fully mediated the relationship between justice climate and employee service behavior through indirect-only mediation but did not mediate the service climate relationship. Unlike earlier hospitality-based findings, the results indicate that the influence of organizational climate dimensions depends on industry and organizational context. The study extends Job Demands-Resources and Social Exchange Theory to Indonesia's business-to-business food and beverage distribution sector and highlights organizational justice and employee engagement as practical levers for service quality.