𝔖 Bobbio Scriptorium
✦   LIBER   ✦

The service climate-firm performance chain: The role of customer retention

✍ Scribed by Annette Towler; Daniel V. Lezotte; Michael J. Burke

Publisher
John Wiley and Sons
Year
2011
Tongue
English
Weight
178 KB
Volume
50
Category
Article
ISSN
0090-4848

No coin nor oath required. For personal study only.

✦ Synopsis

Abstract

This study examines the role of customer retention as a mediator in the service climate–firm performance chain. Using a predictive design that involves data collected from 1,500 automotive service stores from 12,518 employees and approximately 30,000 customers, a model linking service climate (a concern for employees and customers), customer satisfaction, customer retention, and firm performance was tested. Notably, the results support the overall model and the hypothesized mediating effect of customer retention regarding the relationship between customer satisfaction and firm performance. © 2011 Wiley Periodicals, Inc.

📜 SIMILAR VOLUMES

When service fails: The role of the sale
When service fails: The role of the salesperson and the customer
✍ Chia-Chi Chang 📂 Article 📅 2006 🏛 John Wiley and Sons 🌐 English ⚖ 124 KB

## Abstract Service failures and consequent recoveries have been identified as a critical determinant of customer retention. Hence, effective service recovery programs warrant further exploration. In particular, with the current emphasis on relationship selling, salespeople should learn how to impr

The impact of organizational climate and
The impact of organizational climate and strategic fit on firm performance
✍ Richard M. Burton; Jørgen Lauridsen; Børge Obel 📂 Article 📅 2004 🏛 John Wiley and Sons 🌐 English ⚖ 141 KB 👁 1 views

## Abstract A firm's organizational climate—its degree of trust, morale, conflict, rewards equity, leader credibility, resistance to change, and scapegoating—helps determine its success. Likewise, organizational strategy—the firm's commitment to capital investment, innovation, quality, and the like

THE EFFECTS OF LOGISTICS CAPABILITIES ON
THE EFFECTS OF LOGISTICS CAPABILITIES ON FIRM PERFORMANCE: CUSTOMER-FOCUSED VERSUS INFORMATION-FOCUSED CAPABILITIES
✍ Meng Zhao; Cornelia Dröge; Theodore P. Stank 📂 Article 📅 2001 🏛 Wiley (John Wiley & Sons) 🌐 English ⚖ 128 KB

The research presents a model that portrays customer‐focused and information‐focused capabilities as interrelated predictors of firm performance. Results show that customer‐focused capabilities are directly related to performance, but that information‐focused capabilities are not. Rather, the latter

The role of calculative attachment in th
The role of calculative attachment in the relationship between diversity climate and retention
✍ David M. Kaplan; Jack W. Wiley; Carl P. Maertz Jr. 📂 Article 📅 2011 🏛 John Wiley and Sons 🌐 English ⚖ 153 KB

## Abstract This study enhances our understanding of the complex relationship between diversity and employee retention. The study found that positive perceptions of an organization's “diversity climate” were related to decreased turnover intentions and found support for the proposition that calcula

Rational decision-making and firm perfor
Rational decision-making and firm performance: the moderating role of the environment
✍ Irene Goll; Abdul M. A. Rasheed 📂 Article 📅 1997 🏛 John Wiley and Sons 🌐 English ⚖ 89 KB 👁 2 views

This study investigates the moderating roles of environmental munificence and dynamism in the relationship between process rationality and organizational performance. Based on a sample of 62 manufacturing firms, the study found that environmental munificence and dynamism moderate the relationship be

Externalization of employment in a servi
Externalization of employment in a service environment: the role of organizational and customer identification
✍ Scott A. Johnson; Blake E. Ashforth 📂 Article 📅 2008 🏛 John Wiley and Sons 🌐 English ⚖ 338 KB

## Abstract This study investigates the impact of employment externalization (in the form of limited‐term vs. permanent employment status) on customer‐oriented service behavior, and how identification processes may help to resolve the ‘paradox of externalization’ (i.e., organizations relying more o