Linking Service Climate and Disconfirmation of Expectations as Predictors of Customer Satisfaction: A Cross-Level Study

Vicente Martinez-Tur, Nuria Tordera, Jose M Peiro, Kristina Potocnik

Research output: Contribution to journalArticlepeer-review

Abstract

Research addressing customer satisfaction has not been conducted within an integrated framework. Two approaches have been developed separately with different levels of construct and analysis: organizational behavior and consumer behavior. Our research study provides an initial step in developing integrative strategies with the joint consideration of service climate and disconfirmation of expectations. We link these 2 concepts to customer satisfaction with services, using a cross-level approach. Data from 105 work units and 1,033 customers confirmed the existence of a dual corridor of relationships, with independent and significant links from disconfirmation and service climate to customer satisfaction. Implications for practice and future research are discussed.
Original languageEnglish
Pages (from-to)1189-1213
JournalJournal of Applied Social Psychology
Volume41
Issue number5
DOIs
Publication statusPublished - May 2011

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