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

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Etat: Supprimée
Version: Final published version
ID Serval
serval:BIB_FBEF419C56CE
Type
Article: article d'un périodique ou d'un magazine.
Collection
Publications
Titre
Service climate effects on customer attitudes: An examination of boundary conditions
Périodique
Academy of Management Journal
Auteur(s)
Dietz J., Pugh S. D., Wiley J. W.
ISSN
0001-4273
Statut éditorial
Publié
Date de publication
2004
Peer-reviewed
Oui
Volume
47
Numéro
1
Pages
81-92
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.
Web of science
Création de la notice
05/05/2009 11:16
Dernière modification de la notice
20/08/2019 17:27
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