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Related Experiment Videos

Climate strength: a new direction for climate research.

Benjamin Schneider1, Amy Nicole Salvaggio, Montse Subirats

  • 1Department of Psychology, University of Maryland, College Park 20742, USA. ben@psyc.umd.edu

The Journal of Applied Psychology
|May 11, 2002
PubMed
Summary

Climate strength, the consistency of employee perceptions, influences customer satisfaction. Higher climate strength amplifies the link between service climate and customer experiences, particularly over time.

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Area of Science:

  • Organizational Psychology
  • Service Management

Background:

  • Organizational culture literature defines climate strength by within-group variability in perceptions.
  • Climate strength is crucial in understanding the employee service climate-customer satisfaction link.

Purpose of the Study:

  • To investigate if climate strength moderates the relationship between employee service climate perceptions and customer satisfaction.
  • To test the hypothesis using both concurrent and predictive models.

Main Methods:

  • Operationalized climate strength by measuring within-group variability in employee climate perceptions.
  • Utilized a 3-year predictive study across 118 bank branches.
  • Analyzed the interaction between service climate and climate strength.

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Main Results:

  • Partial support for the moderating role of climate strength was found.
  • In the predictive model, the interaction of climate and climate strength significantly predicted customer satisfaction.
  • Concurrent tests showed less robust results compared to the predictive analysis.

Conclusions:

  • Climate strength is a significant moderator in the service climate-customer satisfaction relationship.
  • The impact of service climate on customer satisfaction is amplified by climate strength, especially long-term.
  • Future research should further explore the dynamics of climate strength in organizational settings.