By Topic

A Study on the Impact of Organizational Service Climate on Customer Experience

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

2 Author(s)
Jianhua Yang ; Sch. of Manage., Jinan Univ., Guangzhou, China ; Yongqiang Wang

Service climate is the specific reflection of organizational climate in service and a perception shared by employees. Meanwhile, more and more scholars begin to pay more attention to customer's consumption experience. Customer's consumption process is a process of perceptional experience, but also a process of emotional experience. Service climate is a perception produced by employees on policies, procedures and management behavior of the company, employees thus perceived quality of service and provide high-performance service, influence consumption experiences of external customers and ultimately influence customer loyalty. The article firstly introduces the dimensions of service climate and customer experience based on some relevant research. Secondly, we aim to investigate the effect of organizational service climate on customer experience through developing a conceptual model. Finally, we suggest the development path of customer experience strategies through analyzing the conceptual model, to enhance company brand image and customer loyalty.

Published in:

Information Management, Innovation Management and Industrial Engineering (ICIII), 2010 International Conference on  (Volume:2 )

Date of Conference:

26-28 Nov. 2010