Service climate

Research has shown that service quality is ultimately related to customer loyalty and retention and, eventually, to higher profits for the organization. "This skepticism about the value of service quality makes it imperative that research be undertaken to address the quantification of the impact of customer satisfaction on observable financial measures, to place programs to improve customer satisfaction and service quality on an even footing with most other business programs that must justify themselves financially.". ==Antecedents of the service climate==

The recent research had confirmed the previous findings regarding the positive relationship between organizational resources as an antecedent of service climate, As well, the research shows that when employees working in work units perceive that the availability of organizational resources (i.e., training, autonomy and technology) remove obstacles at work, they feel more engaged in work, which in turn is related to a better climate for service. Working in an organization that facilitates work for the customers exerts a powerful influence on collective engagement (i.e., the members of the work unit feel more vigorous and persistent, dedicated and absorbed in their tasks). This in turn has a very positive impact on shared service climate perceptions. The relation between the service climate and customer loyalty seems to be reciprocal, since it was found that the greater is the service climate, the higher is the customer loyalty, (partially mediated by performance) and the higher is the customer loyalty, the greater is the service climate.(Schneider et al., 1998). ==References==