Service climate effects on customer attitudes: An examination of boundary conditions

• 成果类型: Article; Proceedings Paper
• 署名作者: Dietz, J; Pugh, SD; Wiley, JW
• 署名单位: Western University (University of Western Ontario); University Western Ontario Hospital; University of North Carolina; University of North Carolina Charlotte
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/20159561
• 发表日期: 2004
• 页码: 81-92
• 关键词: EMPLOYEE; perceptions; satisfaction; strength

摘要

Our aim in this study was to extend theory on service climate by examining two boundary conditions for the effects of service climate on customer attitudes. We hypothesized that (1) the more proximal and relevant the target of a service climate (a subunit versus an organization as a whole) to customers, and (2) the higher the frequency of contact between employees and customers, the stronger would be the relationship between service climate and customer attitudes. Both hypotheses received support in a sample of 160 bank branches.