Titre
Service climate effects on customer attitudes: An examination of boundary conditions
Type
article
Institution
Externe
Périodique
Auteur(s)
Dietz, J.
Auteure/Auteur
Pugh, S. D.
Auteure/Auteur
Wiley, J. W.
Auteure/Auteur
Liens vers les personnes
ISSN
0001-4273
Statut éditorial
Publié
Date de publication
2004
Volume
47
Numéro
1
Première page
81
Dernière page/numéro d’article
92
Peer-reviewed
Oui
Langue
anglais
Résumé
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.
PID Serval
serval:BIB_FBEF419C56CE
Date de création
2009-05-05T09:16:13.711Z
Date de création dans IRIS
2025-05-21T06:38:15Z