International Journal of Business and Social Science

ISSN 2219-1933 (Print), 2219-6021 (Online) DOI: 10.30845/ijbss

 

Work Environment, Service Climate, and Customer Satisfaction: Examining Theoretical and Empirical Connections
Padmakumar Ram, Swapna Bhargavi . G, Gantasala V. Prabhakar

Abstract
The main objective of this exploratory study was to examine the relationships among service climate, employee job satisfaction, employee engagement, and customer satisfaction. Structured questionnaires were given to senior employees of  retail service organizations in India. A total of 369 usable questionnaires were analyzed and the findings indicate that work environment influences service climate, which in turn influences employee job satisfaction, employee engagement, and customer satisfaction. The interactional relationship between Service climate and Job Satisfaction, Service climate and Employee Engagement, Employee Engagement and Job Satisfaction, Job Satisfaction and Customer Satisfaction, Service climate and Customer Satisfaction were proved using hierarchical regression and other statistical tools. Implications and directions for future research are also discussed.

Full Text: PDF