The DOI matches its Crossref record; 13 of the 13 references it cites were found in a registry or an index.
A Service Climate Synthesis and Future Research Agenda
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.
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Citations
Cites
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Customer experience creation: Determinants, dynamics and management strategies
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“More recently, Walumbwa, Hartnell, and Oke (2010), in a study of seven multinationals operating in Kenya, found that servant leadership, which consists of both inspirational and moral components, linked directly to a service climate.”
BackgroundInfluentialClients as "Partial" Employees of Service Organizations: Role Development in Client Participation
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Cited by
Service research priorities in a rapidly changing context
Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015) · Journal of Service Research · doi:10.1177/1094670515576315 · Cited by 1,469
Self-citationVoorhees, C. M., Fombelle, P. W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.04.014 · Cited by 489
The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda
Kranzbühler, A., Kleijnen, M. H. P., Morgan, R. E., & Teerling, M. (2018) · International Journal of Management Reviews · doi:10.1111/ijmr.12140 · Cited by 389
Kandampully, J., Zhang, T., & Jaakkola, E. (2018) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-10-2015-0549 · Cited by 357
Business model innovation and value-creation: the triadic way
Andreassen, T. W., Lervik-Olsen, L., Snyder, H., Van Riel, A. C. R., Sweeney, J. C., & Van Vaerenbergh, Y. (2018) · Journal of Service Management · doi:10.1108/josm-05-2018-0125 · Cited by 160
Metadata
- Authors
- Bowen, D. E., & Schneider, B.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2013-06-25
- Volume
- 17
- Issue
- 1
- Pages
- 5-22
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2154364384
- Cited by
- 319
- References
- 13
- FWCI
- 30.87
- Type
- journal article
- Language
- en
- Open access
- closed
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- Bowen, D. E., & Schneider, B. (2014). A Service Climate Synthesis and Future Research Agenda. Journal of Service Research. https://doi.org/10.1177/1094670513491633
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
