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As well, the research shows that when employees working in work units perceive that the availability of organizational resources (i.e., training, autonomy and technology) remove obstacles at work, they feel more engaged in work, which in turn is related to a better climate for service. Working in an
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organization that facilitates work for the customers exerts a powerful influence on collective engagement (i.e., the members of the work unit feel more vigorous and persistent, dedicated and absorbed in their tasks). This in turn has a very positive impact on shared service climate perceptions.
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and retention and, eventually, to higher profits for the organization. "This skepticism about the value of service quality makes it imperative that research be undertaken to address the quantification of the impact of customer satisfaction on observable financial measures, to place programs to
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The relation between the service climate and customer loyalty seems to be reciprocal, since it was found that the greater is the service climate, the higher is the customer loyalty, (partially mediated by performance) and the higher is the customer loyalty, the greater is the service
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between organizational resources as an antecedent of service climate, and also showed that this relationship is fully mediated by engagement at the group level. Thus, at the work-unit level, engagement contributes to improve shared service climate among service units.
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The way boundary workers (employees with whom customers physically interact in the course of doing business with an organization) perceive their organizations' service climates are related to the service quality perceived by those organizations' customers.
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Linking
Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. Salanova, Marisa; Agut, Sonia; PeirĂł, JosĂ© MarĂa Journal of Applied Psychology, Vol 90(6), Nov 2005, 1217-1227
162:"A set of foundation issues that support employee work and service quality is conceptualized as a necessary but not sufficient cause of a climate for service, which in turn is proposed to be reflected in customer experiences."
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Schneider, Benjamin; White, Susan S.; Paul, Michelle C. (1998) Linking
Service Climate and Customer Perceptions of Service Quality: Test of a Causal Model Journal of Applied Psychology Volume 83(2): 150–163
155:. For example, to the extent that employees perceive that they are rewarded for delivering quality service, their organization's service climate will be stronger. Additionally, perceptions that
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leadership in small groups of children. The concept and measurement of social climate have since been applied across widely diverse disciplines both within and outside the field of psychology."
128:); and can influence behavior (like an individual’s choice of clothing). Social climate research has grown considerably since White and Lippitt’s (1960) early experiments comparing
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and how organizing a group of people can be done to achieve a common goal. Evidence also leads to a rise in research beginning with early social experiments in the 1960s.
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Storbacka, J., Strandvik, T., & Gronroos, C. (1994). Managing customer relationship quality. International
Journal of Service Industry Management, 5, 21–28
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in a way to illustrate its inner distinctive characteristics between different groups of individuals. The social environment has also been related to
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improve customer satisfaction and service quality on an even footing with most other business programs that must justify themselves financially.".
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Service climate is a collective and shared phenomenon. This climate is built in the light of organizational practices focused on customer service.
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Rust, Roland T., & Zahorik, Anthony J. (1993). Customer satisfaction, customer retention, and market share. Journal of
Retailing, 69, 193–215
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Social
Climate Research. (2004). In The Concise Corsini Encyclopedia of Psychology and Behavioral Science. Retrieved from
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Schneider, B., & Bowen, D. (1995). Winning the service game. Boston: Harvard
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The recent research had confirmed the previous findings regarding the
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