SERVICE CLIMATE EFFECfS ON CUSTOMER A".-rr."UDES: AN EXAMINA nON OF BOUNDARY CONDmONS
نویسندگان
چکیده
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.
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تاریخ انتشار 2004