... Customer-oriented behavior Organizational commitment Customer word-of-mouth Social Sciences and Humanities Research Council of Canada 435–2018-153 Research consistently reinforces the notion that organizations that prioritize the cultivation of a robust service climate [SC, i.e...

...) model as a theoretical lens to examine whether internal communication (IC) (stimulus) evokes FLEs’ organizational identification (emotional) and job satisfaction (cognitive), and whether these in turn shape FLE customer-oriented behavior (response). The study also tested whether these mediated...