An earlier version of this paper was presented at the Thnth Annual Conference of the Society for Industrial and Organizational Psychology, Inc., Orlando, FL, 1995. I thank Ken Bruskiewicz, Caroline Cochran, Carol Lynn Courtney, Kris Fenlason, Andrea Olson, Fred Oswald, and Benjamin Schneider for their comments on earlier drafts of this article.
LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION
Article first published online: 7 DEC 2006
Volume 49, Issue 4, pages 831–851, December 1996
How to Cite
JOHNSON, J. W. (1996), LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION. Personnel Psychology, 49: 831–851. doi: 10.1111/j.1744-6570.1996.tb02451.x
This article is dedicated to the memory of my loving wife Mary.
- Issue published online: 7 DEC 2006
- Article first published online: 7 DEC 2006
Although a common theme in the service quality literature is that organizations must create and maintain a climate for service in order for employees to effectively deliver service, few studies exist that evaluate climate for service components against a criterion of customer satisfaction. The effectiveness of different aspects of a climate for service is evaluated by determining the relationships between service climate components and facets of customer satisfaction, as rated by 538 employees and 7,944 customers across 57 branches of a large bank. All service climate components were significantly related to at least one facet of customer satisfaction (e.g., teller service). Seeking and sharing information about customers' needs and expectations, training in delivering quality service, and rewarding and recognizing excellent service were the practices that were most highly related to satisfaction with service quality.