Journal ArticleDOI
Service Climate Effects on Customer Attitudes: An Examination of Boundary Conditions
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In this article, the authors extend theory on service climate by examining two boundary conditions for the effects of service climate on customer attitudes, and they hypothesized that the more proximate the proximities, the more favorable customer attitudes would be.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 proxim...read more
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Book
Organizational Climate and Culture
TL;DR: The article proposes an integration of climate and culture thinking and research and concludes with practical implications for the management of effective contemporary organizations.
Posted Content
Managing Potential and Realized Absorptive Capacity: How Do Organizational Antecedents Matter?
Justin J. P. Jansen,Frans van den Bosch,Frans van den Bosch,Henk W. Volberda,Henk W. Volberda +4 more
TL;DR: In this paper, the authors explore how organizational antecedents affect potential and realized absorptive capacity and find that organizational mechanisms associated with coordination capabilities (i.e., cross-functional interfaces, participation in decision-making, and job rotation) primarily enhance a unit's potential absorptive capacities.
Journal ArticleDOI
Managing potential and realized absorptive capacity: how do organizational antecedents matter?
TL;DR: In this article, the authors explore how organizational antecedents affect potential and realized absorptive capacity and find that organizational mechanisms associated with coordination capabilities (cross-functional interfaces, participation in decision making, and job rotation) primarily enhance a unit's potential absorptive capacities.
Journal ArticleDOI
Virtual Customer Environments: Testing a Model of Voluntary Participation in Value Co‐creation Activities
Satish Nambisan,Robert A. Baron +1 more
TL;DR: In this paper, a conceptual model that draws on the uses and gratifications approach to consider an integrated set of four benefits that customers gain from their interactions in virtual customer environments (VCEs) is presented.
Journal ArticleDOI
Understanding organization-customer links in service settings.
TL;DR: The authors developed a framework of service-unit behavior that begins with a unit's leader's service-focused behavior and progresses through intermediate links (service climate and customer-focused organizat...
References
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Journal ArticleDOI
The Strength of Weak Ties
TL;DR: In this paper, it is argued that the degree of overlap of two individuals' friendship networks varies directly with the strength of their tie to one another, and the impact of this principle on diffusion of influence and information, mobility opportunity, and community organization is explored.
Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Book
The Nature of Prejudice
TL;DR: In this article, the authors describe the dynamics of prejudgment, including: Frustration, Aggression and Hatred, Anxiety, Sex, and Guilt, Demagogy, and Tolerant Personality.
Journal ArticleDOI
The Nature of Prejudice
TL;DR: In this paper, the authors describe the dynamics of prejudgment, including: Frustration, Aggression and Hatred, Anxiety, Sex, and Guilt, Demagogy, and Tolerant Personality.