A Service Climate Synthesis and Future Research Agenda

David E. Bowen, Benjamin Schneider

    Research output: Contribution to journalArticle

    128 Scopus citations

    Abstract

    Theory and research on service climate are synthesized, and an extensive agenda for future research is proposed. The service climate construct is first differentiated from conceptually related but distinct constructs, such as job satisfaction, service culture, and service orientation. Then a framework is presented based on prior research that displays service climate's antecedents and consequences and the linkages among them. The synthesis draws heavily upon organizational behavior/human resource management (OB/HRM), but service climate has also received significant interdisciplinary attention. In particular, past work has integrated OB/HRM's focus on the internal organization and marketing's focus on the external world of the customer. The future research agenda includes further specification of the framework's variables and linkages (e.g., the relative roles of individual and contextual attributes in creating service climate) as well as recommended research methods (e.g., profile analysis to assess interactions among multiple climates in a setting). Finally, the utility of the service climate framework for analyzing four key issues in service management is demonstrated: service infusion in manufacturing; the cocreation of value; sustainable competitive advantage; and the fostering of additional interdisciplinary research.

    Original languageEnglish (US)
    Pages (from-to)5-22
    Number of pages18
    JournalJournal of Service Research
    Volume17
    Issue number1
    DOIs
    StatePublished - Feb 1 2014

    Keywords

    • customer experiences
    • interdisciplinary research
    • linkage research
    • service climate
    • service quality

    ASJC Scopus subject areas

    • Information Systems
    • Sociology and Political Science
    • Organizational Behavior and Human Resource Management

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