Day: May 29, 2013

IO Psychology – At your service: Antecedents and consequences of emphasizing good service

A service climate examines employees’ perceptions of organizations’ emphasis on quality of service. There exists a lack of research explicating the antecedents, outcomes, and moderators of service climate; this study seeks to fill this void in the literature. The authors found support for service climate as a critical linkage between internal and external service parameters.