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

Authors

  • Santoso Universitas Agung Podomoro, Jakarta, Indonesia.
  • Martinus Tukiran Universitas Agung Podomoro, Jakarta, Indonesia.

DOI:

https://doi.org/10.38035/dijefa.v7i4.7425

Keywords:

justice climate, service climate, work engagement, employee service behavior, B2B distribution

Abstract

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.

Author Biographies

Santoso, Universitas Agung Podomoro, Jakarta, Indonesia.

Santoso is an experienced business professional with a career spanning multinational and leading Indonesian companies across the Fast-Moving Consumer Goods (FMCG), foodservice, food ingredients, industrial, and retail sectors. His professional experience includes roles at British American Tobacco, Kao Indonesia, Garudafood, Kino Group, and Prambanan Kencana Group, providing him with broad exposure to both multinational corporate environments and major Indonesian business groups. Throughout his career, he has developed practical insight into the commercial and operational dynamics of consumer goods, B2B foodservice, imported food ingredients, industrial markets, distribution, and retail.

Alongside his professional career, Santoso is currently pursuing a Master’s degree in Management and Entrepreneurship at Podomoro University, Indonesia. His academic interests are closely connected to his industry experience, particularly in organizational behavior, employee engagement, service management, and organizational climate. His current research examines the effects of Justice Climate and Service Climate on Employee Service Behavior through Work Engagement within the B2B foodservice distribution industry. By integrating extensive cross-industry experience with academic research, Santoso seeks to bridge management theory and business practice and contribute practical insights into how organizations can strengthen employee engagement, encourage proactive and extra-role service behavior, and improve service and organizational effectiveness.

Martinus Tukiran, Universitas Agung Podomoro, Jakarta, Indonesia.

Assoc. Prof. Dr. Martinus Tukiran is an academic and management practitioner with over 30 years of experience in organizational strategy, governance, and institutional reform. He currently serves as the Managing Director of Cognoscenti Consulting Group and teaches in the Doctor of Management Research postgraduate program. His extensive background spans leadership roles in major corporate groups (including Astra International and Garudafood) and advisory positions for international development agencies such as USAID, GIZ, and AUSAID. He holds a Doctorate in Educational Management, Master’s degrees in Industrial Engineering and Philosophy, and a Bachelor's in Mechanical Engineering. He is also a credentialed Executive Professional Engineer (IPU), ASEAN Engineer, and APEC Engineer. An active researcher, Dr. Tukiran has authored dozens of books, published over 100 scientific articles, and serves as a reviewer for reputable Scopus-indexed international journals.

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Published

2026-09-30

How to Cite

Santoso, S., & Tukiran, M. (2026). 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. Dinasti International Journal of Economics, Finance & Accounting, 7(4), 2909–2924. https://doi.org/10.38035/dijefa.v7i4.7425

Issue

Vol. 7 No. 4 (2026): Dinasti International Journal of Economics, Finance & Accounting (September - October 2026)

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Articles

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Copyright (c) 2026 Santoso, Martinus Tukiran

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