Developing a strong and positive information technology (IT) service climate is important to ensure high-quality IT services. The influence of job resources and personal resources on the IT service climate and the mediating effect of the IT service climate on IT service quality were explored in this study qualitatively and quantitatively. Among the various job resource factors, we found that training, reward, and information system (IS) support can improve the IT service climate. Coworker support shows a non-significant effect on IT service climate. Among the personal resource factors, self-efficacy and hope have significantly positive effects on the IT service climate. Optimism and resilience do not appear to significantly affect the IT service climate. Our results confirm that the IT service climate is an important mediator in enabling certain antecedents to properly impact IT service quality. The IT service climate was found to fully mediate the effects of training, reward, IS support, and hope while partially mediating the effect of self-efficacy. The effect of the IT service climate on IT service quality is also strengthened by a high customer contact frequency. The results presented here may provide scholars and practitioners with a comprehensive, workable understanding of the IT service climate.

建立一个强大而积极的信息技术（IT）服务环境对于确保高质量的IT服务非常重要。本研究定性和定量地研究了工作资源和个人资源对IT服务环境的影响以及IT服务环境对IT服务质量的中介作用。在各种工作资源因素中，我们发现培训，奖励和信息系统（IS）支持可以改善IT服务环境。同事的支持对IT服务环境没有显着影响。在个人资源因素中，自我效能感和希望对IT服务环境具有明显的积极影响。乐观和弹性似乎不会显着影响IT服务环境。我们的结果证实，IT服务环境是使某些先例正确影响IT服务质量的重要中介。人们发现，IT服务氛围可以完全调节培训，奖励，信息系统支持和希望的效果，同时可以部分调节自我效能的效果。高客户联系频率也增强了IT服务环境对IT服务质量的影响。此处提供的结果可以为学者和实践者提供对IT服务环境的全面，可行的理解。高客户联系频率也增强了IT服务环境对IT服务质量的影响。此处提供的结果可以为学者和实践者提供对IT服务环境的全面，可行的理解。高客户联系频率也增强了IT服务环境对IT服务质量的影响。此处提供的结果可以为学者和实践者提供对IT服务环境的全面，可行的理解。