A Service Climate Synthesis and Future Research Agenda

By D. Bowen, Benjamin Schneider. 2014

313 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/102b0b18dfe86e8c70e9e04a38472266fc643e81

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Citations in the corpus

The role of climate: implications for service employee engagement and customer service performance (2017, background): “Bowen and Schneider (2014) argue that multiple climates need to be examined to determine the possibility of complementary or competitive relationships between climates.”
Salesperson ambidexterity and customer satisfaction: examining the role of customer demandingness, adaptive selling, and role conflict (2017, background): “While sales productivity will always be paramount to a competitive advantage, now more than ever salespeople must also focus on service quality and effectiveness to meet increased customer demands (Bowen and Schneider 2014; Hunter and Perreault 2007).”
Impact of service climate and psychological capital on employee engagement: The role of organizational hierarchy (2018, background): “Employees’ who have this service orientation contribute positively to the organizational service climate (Bowen and Schneider, 2014).”
The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2018, unknown): “Static CE Dynamic CE Development of CE construct Holbrook and Hirschman (1982), Bitner (1990), Hui and Bateson (1991), Bitner (1992), Arnould and Price (1993), Pine and Gilmore (1998), Carù and Cova (2003), Vargo and Lusch (2004), Verhoef et al. (2009), Patrı́cio et al. (2011), Achrol and Kotler (2”
When Does (Mis)Fit in Customer Orientation Matter for Frontline Employees’ Job Satisfaction and Performance? (2016, background): “The literature has emphasized the significance of service climate strength from a theoretical perspective (e.g., Bowen and Schneider 2014).”
Frontline Employee Customer-Oriented Attitude in the Presence of Job Demands and Resources (2016, background): “…Croyle, and Gosserand 2005), a deeper understanding of how the interplay of environment and person unfolds is critical to a better understanding of emotional labor among frontline personnel and to understanding service employee behavior and performance at a general level (Bowen and Schneider 2014).”
Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review (2021, background): “Because comprehensive reviews of most of these constructs have appeared elsewhere (e.g., Bowen and Schneider 2014; Hong et al. 2013; Subramony and Pugh 2015), we provide a broad outline of these domains and propose directions for future research.”
Service Employee Responses to Angry Customer Complaints (2017, background): “One major input to developing a strong service climate is training to develop employee knowledge and skills (cf. Bowen and Schneider 2014).”