... builds a framework to help managers map and understand the challenges of crafting a service climate that fosters synergies between AI and human employees, where customers require value-added, personalized and excellent service. Design/methodology/approach This conceptual article identifies barriers...

... research streams – collective turnover, service climate, emotional labor, and occupational stress; and generate propositions to guide future theoretical and empirical work. Four distinguished service scholars – David Bowen, Ray Fisk, Christian Grönroos, and Jochen Wirtz comment upon these research streams...

...Anat Drach‐Zahavy; Anit Somech Purpose With a twofold aim, the purpose of this paper is to focus on the service climate, including its antecedents, consequences, and a moderator. First, it examines whether task‐ and goal‐interdependent configuration facilitates the level of service climate; second...

... Competitive advantage Service climate Service strategies Service evolution Financial impact Research work Competing through service is no longer limited to service companies. Manufacturing companies are also beginning to realize the strategic importance of service in gaining a competitive...

.... Sharma notes the need for a better understanding of the impact of such incentives on quality of service. In response to this call, the concept of “service climate” as an internal indicator of customer perception of service quality is studied. More specifically, the purpose of this paper is to consider...

...Duncan Dickson; Robert Ford; Claudia Steinke Purpose Using a modified version of the service profit chain, the purpose of this paper is to examine the mediating role of service climate (SC) by exploring predictors of SC (i.e. service training (ST), managerial practices (MP), physical design (PD...

... psychology Service climate It is widely accepted that consumers enter into a consumption experience with a set of expectations of what they would like to happen. Yet, previous research in the consumer satisfaction literature has mainly examined the role of cognitive expectations in the post‐purchase...

... Customer satisfaction Service climate Customer loyalty has become an increasingly prevalent construct in marketing and service‐related research. As the corpus of loyalty knowledge grows – in terms of typologies, empirical studies, and managerial literature – one is struck by the richness...

... Publishing Limited 2006 Employee involvement Service operations Profit Customer service management Service climate A wealth of thought over the years has developed as evidence of our pursuit of the service imperative aimed at successfully identifying and fulfilling customer needs: total...