Service Climate Effects on Customer Attitudes: An Examination of Boundary Conditions

Abstract

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.