The moderating effects of climate strength on the leader-climate-customer-satisfaction-profitability relationship
by Sowinski, David R., Ph.D., ILLINOIS INSTITUTE OF TECHNOLOGY, 2007, 63 pages; 3305341

Abstract:

The present study seeks to further build upon the few research studies that have investigated the linkages between management behavior, service climate, customer satisfaction and financial performance, and extend the generalizabilty of previous findings to a sample from the automotive services industry. Further, and perhaps most importantly, I investigated whether the relationship between service climate and customer satisfaction would be moderated by climate strength. These findings provided partial support for the hypotheses. Support was found for the relationship between management behavior and service climate, and service climate and customer satisfaction. Support was not found for the relationship between customer satisfaction and financial performance, or for the hypothesis that climate strength would moderate relationships between service climate and customer satisfaction. Implications for practice and research are discussed.

 
AdviserAnnette Towler
SchoolILLINOIS INSTITUTE OF TECHNOLOGY
SourceDAI/B 69-03, p. , Jun 2008
Source TypeDissertation
SubjectsManagement; Occupational psychology
Publication Number3305341
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