Effect of service climate on service quality: an integrative model

Abstract

Service employees create 'moments of truth', which lead customers to make judgements about service quality. This study examined an integrated model of the relationship between management practices, employees' service behaviours and service capability, and service quality. Results indicate that management practices had a significant impact on service behaviours and service capabilities of employees. Employee service behaviours in turn affected both employee and customer perceptions of service quality. Implications of this study for research and practitioners are offered.