Service climate is a type of organizational climate with a strategic focus on customer service and customer service quality. In research on organizational climate, there is a distinction between molar climate, or the general climate that employees experience in organizations, and focused climate, or the aspects of the environment that are related to strategic goals or specific processes in the organization. The focused approach to studying organization climate has grown substantially in recent years, and one of the most heavily researched focused climates is service climate. Service climate is defined as the shared meaning that organizational members attach to policies, practices, and procedures they experience with regard to customer service as well as the behaviors that are rewarded, supported, and expected with regard to customer ...

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