| Author: | Schneider, B. |
| Title: | Linking service climate and customer perceptions of service quality: test of a causal model |
| Journal: | Journal of Applied Psychology
1998 : APR, VOL. 83:2, p. 150-163 |
| Index terms: | CONSUMERS QUALITY MODELS |
| Language: | eng |
| Abstract: | 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. Climate for service rests on the foundation issues, but in addition it requires policies and practices that focus attention directly on service quality. Data were collected at multiple points in time for employees and customers of 134 branches of a bank and analyzed via structural equation modeling. |
SCIMA