The perceived service climate construct and its impact on employee satisfaction

Abstract

This study captures the impact of the employees’ perceptions of service climate on their level of satisfaction. The authors extend such a model using underpinnings from the strategy implementation literature to test and develop three competing models of service climate as their impact on employee satisfaction. Results indicate that the model with best fit is one that has a unidirectional relationship between ‘service planning and system’, ‘service execution’ and ‘employee satisfaction’. Implications of this model are discussed from researchers’ and practitioners’ perspectives.