Abstract and Keywords
Research interest in customer services has increased along with significant growth of the service sector over the past several decades. Extensive research indicates that climate for service is a crucial factor in high-quality service. The purpose of this chapter is to provide an overview of the major research themes and findings on the subject. The chapter opens with a discussion of the significance of service climate and the ambiguity and unpredictability inherent in customer services. Conceptualization and dimensions of service climate as well as methodological issues are then addressed. The following sections review research on the antecedents of service climate, comprehensive evidence of effects of service climate on customer-related outcomes (and consequently on organizational profits), and the emerging research on boundary conditions. The chapter concludes with suggestions for future research.
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