Drivers of service climate: an emerging market perspective
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DOI: 10.1108/jsm-06-2017-0208
Abstract: Drawing on social exchange theory, the purpose of this paper is to develop and test an integrative model of internal and external factors determining employee perceptions of their organizational service climate.,Data are collected from a… read more here.
Keywords: emerging market; service; drivers service; service climate ... See more keywords
The toll of service climate on employees: an emotional labor perspective
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DOI: 10.1108/jstp-12-2018-0291
Abstract: The existing research on service climate emphasizes its benefits for customers, employees and organizational outcomes. Service climate translates into organizational expectations from service employees to continuously show appropriate emotions when engaging with clients. However, these… read more here.
Keywords: climate; emotional labor; service climate; service ... See more keywords
Service Climate as a Moderator of the Effects of Customer-to-Customer Interactions on Customer Support and Service Quality
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DOI: 10.1177/1094670517714331
Abstract: This study introduces customer-perceived service climate, which captures an individual customer’s perception of the extent to which a service organization teaches, prioritizes, and recognizes outstanding customer service through organizational practices and procedures. Such a perception… read more here.
Keywords: customer customer; service climate; customer; service ... See more keywords
Service Employee Responses to Angry Customer Complaints
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DOI: 10.1177/1094670517728339
Abstract: Service employees’ emotional and behavioral responses to angry customer complaints were examined to help firms improve their service recovery performance. Role-played complaints were conducted in a field experiment set in fast-food restaurants. Actors played customers… read more here.
Keywords: status; service climate; employee responses; customer ... See more keywords