Theory and research on service climate are synthesized, and an extensive agenda for future research is proposed. The service climate construct is first differentiated from conceptually related but distinct constructs, such as job satisfaction, service culture, and service orientation. Then a framework is presented based on prior research that displays service climate’s antecedents and consequences and the linkages among them. The synthesis draws heavily upon organizational behavior/human resource management (OB/HRM), but service climate has also received significant interdisciplinary attention. In particular, past work has integrated OB/HRM’s focus on the internal organization and marketing’s focus on the external world of the customer. The future research agenda includes further specification of the framework’s variables and linkages (e.g., the relative roles of individual and contextual attributes in creating service climate) as well as recommended research methods (e.g., profile analysis to assess interactions among multiple climates in a setting). Finally, the utility of the service climate framework for analyzing four key issues in service management is demonstrated: service infusion in manufacturing; the cocreation of value; sustainable competitive advantage; and the fostering of additional interdisciplinary research.
AlbrechtSimon ed. (2010), Handbook of Employee Engagement: Perspectives, Issues, Research and Practice. Northampton, MA: Edward Elgar.
2.
AntiocoMichaelMosenartRudy K.LindgrenAdamWetzelsMartin G. M. (2008), “Organizational Antecedents To and Consequences of Service Business Orientations in Manufacturing Companies,”Journal of the Academy of Marketing Science, 36 (3), 337–358.
3.
AuhSeigyoungMengucBulentFisherMichelleHaddadAbeer (2011), “The Contingency Effect of Service Employee Personalities on Service Climate: Getting Employee Perceptions Aligned Can Reduce Personality Effects,”Journal of Service Research, 14 (4), 426–442.
4.
BarneyJay B. (1991), “Firm Resources and Sustained Competitive Advantage,”Journal of Management, 17 (1), 99–120.
5.
BerryLeonard L. (1995), On Great Service: A Framework for Action. New York: The Free Press.
6.
BettencourtLance A.BrownStephen W. (1997), “Contact Employees: Relationships Among Workplace Fairness, Satisfaction, and Pro-Social Service Behaviors,”Journal of Retailing, 73 (1), 39–61.
7.
BettencourtLance A.GwinnerKevin P.MeuterMatt L. (2001), “A Comparison of Attitude, Personality, and Knowledge Predictors of Service-Oriented Organizational Citizenship Behaviors,”Journal of Applied Psychology, 86 (1), 29–41.
8.
BitnerMary J. (2000), “Servicescapes,” in Handbook of Services Marketing and Management, SwartzT. A.IacobucciD., eds. Thousand Oaks, CA: Sage, 37–50.
9.
BoruckiChesther C.BurkeMichael J. (1999), “An Examination of Service-Related Antecedents to Retail Store Performance,”Journal of Organizational Behavior, 20 (6), 943–962.
10.
BowenDavid E.Douglas PughS. (2009). “Linking Human Resource Management and Customer Outcomes,” in The Routledge Companion to Strategic Human Resource Management, StoreyJ.WrightP. M.UlrichD., eds. New York: Routledge, 502–518.
11.
BowenDavid E.OstroffCheri (2004), “Understanding HRM–Firm Performance Linkages: The Role of the ‘Strength’ of the HRM System,”Academy of Review, 29, 203–221.
12.
BowenDavid E.GillilandStephen W.FolgerRobert
(1999), “HRM and Service Fairness: How Being Fair with Employees Spills Over to Customers,”Organizational Dynamics, 27 (3), 7–24.
13.
BowenDavid E.SiehlCarenSchneiderBenjamin (1989), “A Framework for Analyzing Customer Service Orientations in Manufacturing,”Academy of Management Review, 14 (1), 75–95.
14.
BowenDavid E. (1986), “Managing Customers as Human Resources in Service Organizations,”Human Resource Management, 25 (3), 371–384.
15.
BrodieRoderick J.HollenbeckLinda D.BiljanaJuricIlicAna (2011), “Customer Engagement: Conceptual Domain, Fundamental Propositions, and Implications for Research,”Journal of Service Research, 14 (3), 252–271.
16.
BrownSteven P.LamSon K. (2008), “A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses,”Journal of Retailing, 84 (3), 243–255.
17.
ChanKimmy WaYimChi KinLamSimon S. K. (2010), “Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Service Across Cultures,”Journal of Marketing, 74 (May), 48–64.
18.
ChaseRichard B.HaynesRay M. (2000), “Service Operations Management: A Field Guide,” in Handbook of Services Marketing and Management, SwartzT. A.IacobucciD., eds. Thousand Oaks, CA: Sage, 455–472.
19.
ChristianMichael S.GarzaAdela S.SlaughterJerel E. (2011), “Work Engagement: A Quantitative Review and a Test of Its Relations with Task and Contextual Performance,”Personnel Psychology, 64 (1), 89–136.
20.
ChuangChih-HsunLiaoHui (2010), “Strategic Human Resources Management in Service Context: Taking Care of Business by Taking Care of Employees and Customers,”Personnel Psychology, 63 (1), 153–196.
21.
CoelhoFilipeAugustoMario (2010), “Job Characteristics and the Creativity of Frontline Service Employees,”Journal of Service Research, 13 (4), 426–438.
22.
CooilBruceAksoyLerzanKeininghamTimothy L.MaryottKiersten M. (2009), “The Relationship of Employee Perceptions of Organizational Climate to Business-Unit Outcomes: An MLPS Approach,”Journal of Service Research, 11 (3), 277–294.
23.
DaviesA. (2004), “Moving Base into High-Value Integrated Solutions: A Value Stream Approach,”Industrial and Corporate Change, 13 (5), 725–756.
DeanAlison M. (2004), “Links Between Organizational and Customer Variables in Service Delivery: Evidence, Contradictions, and Challenges,”International Journal of Service Industry Management, 15 (3/4), 332–350.
26.
deJongKo de RuyterAd,LemminkJos (2004), “Service Climate in Self-Managing Teams: Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business-to-Business Setting,”The Journal of Management Studies, 42 (8), 1593–1620.
27.
DietzJoergDouglas PughS.WileyJack W. (2004), “Service Climate Effects on Customer Attitudes: An Examination of Boundary Conditions,”Academy of Management Journal, 47 (1), 81–92.
28.
EdvardssonBoTronvollBairdGruberThorsten (2011), “Expanding Understanding of Service Exchange and Value Co-Creation: A Social Construction Approach,”Journal of the Academy of Marketing Science, 39, 327–339.
29.
EhrhartKaren H.Alan WittL.SchneiderBenjaminJansenSara (2011), “Service Employees Give as They Get: Internal Service as a Moderator of the Service Climate–Service Outcomes Link,”Journal of Applied Psychology, 96 (2), 423–431.
30.
EvanschitzkyHeinerGroeningChristopherMittalVikasWunderlichMaren (2011), “How Employer and Employee Satisfaction Affect Customer Satisfaction: An Application in Franchise Services,”Journal of Service Research, 14 (2), 136–148.
31.
FerrisGerald R.HockwarterWayne A.BuckleyMichael R.Harrell-CookGloriaFrinkDwight D., (1999), “Human Resource Management: Some New Directions,”Journal of Management, 25 (3), 385–415.
32.
FerrisGerald R.ArthurMichael M.BerksonHoward M.KaplanDavid M.Harrell-CookGloriaFrinkDwight D. (1998), “Toward a Social Context Theory of the Human Resource Management–Organization Effectiveness Relationship,”Human Resource Management Review, 8 (3), 235–264.
33.
FiskRaymond P.GroveStephen J.JohnJoby, eds. (2000), Services Marketing Self-Portraits: Introspections, Reflections, and Glimpses from the Experts. Chicago, IL: American Marketing Association.
34.
FornellClaesJohnsonMichael D.AndersonEugene W.ChaJaesungBryantBarbara (1996), “The American Customer Satisfaction Index: Description, Findings, and Implications,”Journal of Marketing, 60 (4), 7–18.
35.
FreiRichardMcDanielMichael (1998), “Validity of Customer Service Measures in Personnel Selection: A Review of Criterion and Construct Evidence,”Human Performance, 11 (1), 1–27.
36.
GebauerHeikoEdvardssonBoBjurkloM. (2010a), “Cultural Change in the Context of Re-Structuring Manufacturing Firms Towards Service Orientation,”Journal of Service Management, 21 (1), 237–259.
37.
GebauerHeikoEdvardssonBoGustafssonAndersWittellLars (2010b), “Match or Mismatch: Strategy-Structure Configurations in the Service Business of Manufacturing Companies,”Journal of Service Research, 13 (2), 198–215.
38.
GebauerHeikoJie-RenGuangValtakoskiAkuReynosoJavier (2012), “Service-Driven Manufacturing: Provision, Evolution, and Financial Impact of Services in Industrial Firms,”Journal of Service Management, 23 (1), 120–136.
39.
GittellJody H. (2002), “Relationships Between Service Providers and Their Impact on Customers,”Journal of Service Research, 4 (4), 299–311.
40.
GrandeyAlicia A.GoldbergLori S.Douglas PughS. (2011), “Why and When Do Stores with Satisfied Employees Have Satisfied Customers? The Roles of Customer Responsiveness and Store Busyness,”Journal of Service Research, 14 (4), 397–409.
41.
GronroosChristianHallePekka (2010), “Adopting a Service Logic in Manufacturing: Conceptual Foundation and Metrics for Mutual Value Creation,”Journal of Service Management, 21 (5), 564–590.
42.
GustafssonAndersBraxSaaraWeitellLars (2010), “Setting a Research Agenda for Service Business in Manufacturing Industries: Introduction,”Journal of Service Management, 21 (5), 557–563.
43.
GutekBarbara A. (1995), The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions. San Francisco, CA: Jossey-Bass.
44.
HallowellRogerBowenDavid E.KnoopCarin-Isabel (2002), “Four Seasons Goes to Paris,”Academy of Management Executive, 16 (4), 7–24.
45.
HeskettJames L.Earl SasserW.JrSchlesingerLeonard A. (1997), The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value. New York: The Free Press.
46.
HeskettJames L.JonesThomas O.LovemanGary W.Earl SasserW.JrSchlesingerLeonard A. (1994), “Putting the Service-Profit Chain to Work,”Harvard Business Review, 72 (March-April), 164–174.
47.
HibbertSallyWinklhoferHeidiTemerakMohammed Sobby (2012), “Customers as Resource Integrators: Toward a Model of Customer Learning,”Journal of Service Research, 15 (3), 247–261.
48.
HiggsA. CatherineAshworthSteven D. (1996), “Organizational Surveys: Tools for Assessment and Research,” in Organizational Surveys: Tools for Assessment and Change, KrautA. I., ed. San Francisco: Jossey-Bass, 19–40.
49.
HomburgChristianChristianJan WiesekeBornemannTorsten (2009), “Implementing the Marketing Concept at the Employee-Customer Interface: The Role of Customer Need Knowledge,”Journal of Marketing, 73 (July), 64–81.
50.
HomburgChristianHoyerW. D.FastnachtM. (2002), “Service Orientation of a Retailer’s Business Strategy: Dimensions, Antecedents, and Performance Outcomes,”Journal of Marketing, 66 (July), 86–101.
51.
HongYingLiaoHuiJiaHuKaifengJiang (2013), “Missing Link in the Service Profit Chain: A Meta-Analytic Review of the Antecedents, Consequences, and Moderators of Service Climate,”Journal of Applied Psychology, 98 (2), 237–267.
52.
JohnsonJeff W. (1996), “Linking Employee Perceptions of Service Climate to Customer Satisfaction,”Personnel Psychology, 49 (4), 831–850.
53.
KahnWilliam A. (2010), “The Essence of Engagement: Lessons from the Field,” in Handbook of Employee Engagement: Perspectives, Issues and Practice, AlbrechtS. L., ed. Northampton, MA: Edward Elgar, 20–30.
KuenziM.SchminkeM. (2009), “Assembling Fragments into a Lens: A Review, Critique, and Proposed Research Agenda for the Organizational Work Climate Literature,”Journal of Management, 35 (3), 634–717.
56.
LamCatherine K.HuangXuJanssenOnne (2010), “Contextualizing Emotional Exhaustion and Positive Emotional Display: The Signaling Effects of Supervisors’ Emotional Exhaustion and Service Climate,”Journal of Applied Psychology, 95 (2), 368–376.
57.
LamSimon S. K.SchaubroeckJohn (2000), “A Field Experiment Testing Frontline Opinion Leaders as Change Agents,”Journal of Applied Psychology, 85 (6), 987–995.
58.
LewinKurtLippittRonaldWhiteRalph K. (1939), “Patterns of Aggressive Behavior in Experimentally Created ‘Social Climates’,”Journal of Social Psychology, 10 (2), 271–299.
59.
LewinKurt (1936), Principles of Topological Psychology. New York: McGraw-Hill.
60.
LiAndrewCropanzanoRussell (2009), “Fairness at the Group Level: Justice Climate and Intraunit Justice Climate,”Journal of Management, 35 (3), 564–599.
61.
LiaoHuiChuangAichia (2007), “Transforming Service Employees and Climate: A Multi-Level, Multi-Source Examination of Transformational Leadership in Building Long-Term Service Relationships,”Journal of Applied Psychology, 92 (4), 1006–1019.
62.
LiaoHuiChuangAichia (2004), “A Multilevel Investigation of Factors Influencing Employee Service Performance and Customer Outcomes,”Academy of Management Journal, 47 (1), 41–58.
LovemanGary W. (1998), “Employee Satisfaction, Customer Loyalty, and Financial Performance: An Empirical Examination of the Service-Profit Chain in Retail Banking,”Journal of Service Research, 1 (1), 18–31.
65.
LytleRichard S.HomPeter W.MokwaMichael P. (1998), “SERV*OR: A Managerial Measure of Organizational Service Orientation,”Journal of Retailing, 74 (4), 455–489.
66.
MaceyWilliam H.SchneiderBenjamin (2008), “The Meaning of Employee Engagement,”Industrial and Organizational Psychology: Perspectives on Science and Practice, 1 (1), 3–30.
67.
MaceyWilliam H.SchneiderBenjaminBarberaKaren M.YoungScott A. (2009), Employee Engagement: Tools for Analysis, Practice, and Competitive Advantage. Chichester, England: Wiley-Blackwell.
68.
MaceyWilliam H.SchneiderBenjamin (2005), “Employee Experiences and Customer Satisfaction: Toward a Framework for Survey Design with a Focus on Service Climate,” in Getting Action from Organizational Surveys: New Concepts, Technologies and Applications, A. Kraut, ed. San Francisco: Jossey-Bass.
69.
MaiRobertHoffmannStefan (2011), “Four Positive Effects of a Salesperson’s Regional Dialect on Services Selling,”Journal of Service Research, 14 (4), 460–474.
MastersonSuzanne S. (2001), “A Trickle-Down Model of Organizational Justice: Relating Employees’ and Customers’ Perceptions of and Reactions to Fairness,”Journal of Applied Psychology, 86 (4), 594-604.
72.
MaxhamIIIJamesG.NetemeyerRichard G.LichtensteinDonald R. (2008), “The Retail Value Chain: Linking Employee Perceptions to Employee Performance, Customer Evaluations, and Store Performance,”Marketing Science, 27 (2), 147–167.
73.
MaxhamIIIJamesG.NetemeyerRichard G. (2003), “Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluation of Complaint Handling,”Journal of Marketing, 67 (1), 48–62.
74.
MayerDavid M.EhrhartMark W.SchneiderBenjamin (2009), “Service Attribute Boundary Conditions of the Service Climate—Customer Satisfaction Link,”Academy of Management Journal, 52 (5), 1034–1050.
75.
McKayPeterAveryDerek R.LiaoHuiMorrisMark A. (2011), “Does Diversity Climate Lead to Customer Satisfaction? It Depends on the Service Climate and Business Unit Demography,”Organization Science, 22 (3), 788–803.
76.
MillerD. (1986), “Configurations of Strategy and Structure: Toward a Synthesis,”Strategic Management Journal, 7 (3), 233–249.
77.
MillsPeter K.MorrisJ. H. (1986), “Clients as Partial Employees of Service Organizations: Role Development in Client Participation,”Academy of Management Review, 11 (4), 726–735.
78.
NeelyAndrew (2008), “Exploring the Financial Consequences of the Servitization of Manufacturing,”Operations Management Research, 1 (2), 103–118.
79.
NetemeyerRichard G.MaxhamJames G.IIILichtensteinDonald R. (2010), “Store Manager Performance and Satisfaction: Effects on Store Employee Performance and Satisfaction, Store Customer Satisfaction, and Store Customer Spending Growth,”Journal of Applied Psychology, 95 (3), 530–545.
80.
OlivaRogelioKallenbergRobert (2003), “Managing the Transition from Products to Services,”International Journal of Service Industry Management, 14 (2), 160–172.
81.
OstromAmy L.BitnerMary JoBrownStephen W.BurkhardtKevin A.GoulMichaelSmith-DanielsVickiDemirkanHalukRabinovichElliot, (2010), “Moving Forward and Making a Difference: Research Priorities for the Science of Service,”Journal of Service Research, 13 (1), 4–37.
82.
ParasuramanA.ZeithamlValerie A.BerryLeonard L. (1985), “A Conceptual Model of Service Quality and Some Implications for Further Research,”Journal of Retailing, 64 (1), 41–50.
83.
ParishJanet T.BerryLeonard L.LamShun Y. (2008), “The Effect of the Servicescape on Service Workers,”Journal of Service Research, 10 (3), 220–238.
PloyhartRobert E.IddekingeChad H. VanMacKenzieWilliam I.Jr (2011), “Acquiring and Developing Human Capital in Service Contexts: The Interconnectedness of Human Capital Resources,”Academy of Management Journal, 54 (2), 353–368.
86.
PloyhartRobert E.WeekleyJeff A.RamseyJase (2009), “The Consequences of Human Resource Stocks and Flows: A Longitudinal Examination of Unit Service Orientation and Unit Effectiveness,”Academy of Management Journal, 52 (5), 996–1015.
87.
PodsakoffNathan P.WhitingSteven W.PodsakoffPhilip M.BhumeBrian D. (2009), “Individual and Organizational-Level Consequences of Organizational Citizenship Behaviors: A Meta-Analysis,”Journal of Applied Psychology, 94 (1), 122–141.
88.
PughS. DouglasJack W. WileyJoerg DietzBrooksScott M. (2002), “Driving Service Effectiveness Through Employee-Customer Linkages,”Academy of Mangement Executive, 16 (4), 73–84.
89.
RoggKirk L.SchmidtDavid B.ShullCarlaSchmittNeal (2001), “Human Resource Practices, Organizational Climate, and Customer Satisfaction,”Journal of Management, 27 (4), 431–435.
90.
SalanovaMarisaAgutSoniaPeiróJosé M. (2005), “Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate,”Journal of Applied Psychology, 90 (6), 1217–1227.
91.
SalvaggioAmy N.SchneiderBenjaminNishiiLisa H.MayerDavid E.RameshAnuradhaLyonJulie S. (2007), “Manager Personality, Manager Service Quality Orientation, and Service Climate: Test of a Model,”Journal of Applied Psychology, 92 (6), 1741–1750.
92.
SchaufeliWilmar B.BakkerArnold B.SalanovaMarisa (2006), “The Measurement of Work Engagement with a Short Questionnaire: A Cross-National Study,”Educational and Psychological Measurement, 66 (4), 701–716.
93.
SchaufeliWilmar B.BakkerArnold B. (2004), “Job Demands, Job Resources and Their Relationship with Burnout and Engagement: A Multi-Sample Study,”Journal of Organizational Behavior, 25 (3), 293–315.
94.
ScheinEdgar H. (2010), Organizational Culture and Leadership, 4th ed. San Francisco: Jossey-Bass.
95.
SchneiderBenjamin (1973), “The Perception of Organizational Climate: The Customer’s View,”Journal of Applied Psychology, 57 (3), 248–256.
96.
SchneiderBenjamin (1975), “Organizational Climates: An Essay,”Personnel Psychology, 28 (3), 447–479.
97.
SchneiderBenjamin (1980), “The Service Organization: Climate Is Crucial,”Organizational Dynamics, 9 (2), 52–65.
98.
SchneiderBenjaminAshworthSteven D.Catherine HiggsA.CarrLinda (1996), “Design, Validity, and Use of Strategically Focused Employee Attitude Surveys,”Personnel Psychology, 49 (4), 695–705.
99.
SchneiderBenjaminBowenDavid E. (1985), “Employee and Customer Perceptions of Service in Banks: Replication and Extension, Journal of Applied Psychology, 70 (3), 423–433.
100.
SchneiderBenjaminEhrhartMark W.MaceyWilliam H. (2011), “Perspectives on Organizational Climate and Culture,” in Handbook of Industrial and Organizational Psychology, ZedeckS., ed. Washington, DC: American Psychological Association, 373–414.
101.
SchneiderBenjaminEhrhartMark W.MayerDavid E.SaltzJessicaNiles-JollyKathryn A. (2005), “Understanding Organization—Customer Links in Service Settings,”Academy of Management Journal, 48 (6), 1017–1032.
102.
SchneiderBenjaminHangesPaul J.Brent SmithD.SalvaggioAmy N. (2003), “Which Comes First: Employee Attitudes or Organizational Financial and Market Performance?”Journal of Applied Psychology, 88 (5), 836–851.
103.
SchneiderBenjaminMaceyWilliam H.BarberaKaren M.MartinNigel (2009a), “Driving Customer Satisfaction and Financial Success Through Employee Engagement,”People and Strategy, 32 (2), 22–27.
104.
SchneiderBenjaminMaceyWilliam H.LeeWayne C.YoungScott. A. (2009b), “Organizational Service Climate Drivers of the American Customer Satisfaction Index (ACSI) and Financial and Market Performance,”Journal of Service Research, 12 (1), 3–14.
105.
SchneiderBenjaminParkingtonJohn P.BuxtonVirginia M. (1980), “Employee and Customer Perceptions of Service in Banks,”Administrative Science Quarterly, 25 (2), 252–267.
106.
SchneiderBenjaminSalvaggioAmy N.SubiratsMontse (2002), “Climate Strength: A New Direction for Climate Research, Journal of Applied Psychology, 87 (2), 220–229.
107.
SchneiderBenjaminWheelerJill K.CoxJonathan F. (1992), “A Passion for Service: Using Content Analysis to Explicate Service Climate Themes,”Journal of Applied Psychology, 77 (5), 705–716.
108.
SchneiderBenjaminWhiteSusan S. (2004), Service Quality: Research Perspectives. Thousand Oaks, CA: Sage.
109.
SchneiderBenjaminWhiteSusan S.PaulMichelle C. (1998), “Linking Service Climate and Customer Perceptions of Service Quality: Test of a Causal Model,”Journal of Applied Psychology, 83 (2), 150–163.
110.
SchulteMathisOstroffCheriShmulyianSvetlanaKinickiAngelo (2009), “Organizational Climate Configurations: Relationships to Collective Attitudes, Customer Satisfaction, and Financial Performance,”Journal of Applied Psychology, 94 (3), 618–634.
111.
SchumannJan H.WangenheimFlorian V.StringfellowAnneYangZhilinPraxmarerSandraJimenezFernando R.BlasevichVeraShannonRandall M.ShaineshG.KomorMarcin (2010), “Drivers of Trust in Relational Service Exchange: Understanding the Importance of Cross-Cultural Differences,”Journal of Service Research, 13 (4), 453–468.
112.
SpectorPaul E. (1997), Job Satisfaction: Application, Assessment, Causes, and Consequences. Thousand Oaks, CA: Sage.
113.
SubramonyMahesh (2009), “A Meta-Analytic Investigation of the Relationship Between HRM Bundles and Firm Performance,”Human Resource Management, 48 (5), 745–768.
114.
TobinJames (1969), “A General Equilibrium Approach to Monetary Theory,”Journal of Money, Credit, and Banking, 1 (January), 15–29.
115.
VargoStephen L.LuschRobert F. (2004), “Evolving to a New Dominant Logic for Marketing,”Journal of Marketing, 68 (January), 1–17.
116.
VerhoefPeter C.LemonKatherine N.ParasuramanA.RoggeveenAnneTsirosMichaelSchlesingerLeonard A. (2009), “Customer Experience Creation: Determinants, Dynamics and Management Strategies,”Journal of Retailing, 85 (1), 31–41.
117.
WalkerAlan G.SmitherJames W.WaldmanDavid A. (2008), “A Longitudinal Examination of Concomitant Changes in Team Leadership and Customer Satisfaction,”Personnel Psychology, 61 (3), 547–577.
118.
WalumbwaFred O.HartnellChad A.OkeAdegoke (2010), “Servant Leadership, Procedural Justice Climate, Service Climate, Employee Attitudes, and Organizational Citizenship Behavior: A Cross-Level Investigation,”Journal of Applied Psychology, 95 (3), 517–529.
119.
WalumbwaFred O.PetersonSuzanne J.AvolioBruceHartnellChad A. (2010), “Relationships of Leader and Follower Psychological Capital, Service Climate, and Job Performance,”Personnel Psychology, 63 (4), 937–964.
120.
WarrPeter (2007), Work, Happiness, and Unhappiness. New York: Lawrence Erlbaum.
121.
WaySean A.SturmanMichael C.RaabCarola (2010), “What Matters More? Contrasting the Effects of Job Satisfaction and Service Climate on Hotel Food and Beverage Managers’ Job Performance,”Cornell Hotel Quarterly, 51 (3), 379–397.
122.
WiesekeJanGelgenmullerAnjaKrauseFlorian (2012), “On the Role of Empathy in Customer-Employee Exchanges,”Journal of Service Research, 15 (3), 316–331.
123.
WiesekeJanKrauseFlorianAliviSascha H.Kessler-ThonesTino (2011), “How Leaders’ Motivation Transfers to Customer Service Representatives,”Journal of Service Research, 14 (3), 214–233.
124.
WileyJack W. (1996), “Linking Survey Data to the Bottom Line,” in Organizational Surveys: Tools for Assessment and Change, KrautA. I., ed. San Francisco: Jossey-Bass, 330–359.
125.
YagilDana (2008), The Service Providers. New York: Palgrave Macmillan.
ZoharDov (2000), “A Group-Level Model of Safety Climate: Testing the Effect of Group Climate on Microaccidents in Manufacturing Jobs,”Journal of Applied Psychology, 85 (4), 587–596.
128.
ZoharDovLuriaGil (2005), “A Multilevel Model of Safety Climate: Cross-Level Relationships Between Organization and Group-level Climates,”Journal of Applied Psychology, 90 (4), 616–628.
Supplementary Material
Please find the following supplemental material available below.
For Open Access articles published under a Creative Commons License, all supplemental material carries the same license as the article it is associated with.
For non-Open Access articles published, all supplemental material carries a non-exclusive license, and permission requests for re-use of supplemental material or any part of supplemental material shall be sent directly to the copyright owner as specified in the copyright notice associated with the article.
