Schneider et al.: Understanding organization-customer links in service settings
10 important questions on Schneider et al.: Understanding organization-customer links in service settings
What did Schneider develop?
In the current attempt to understand the antecedents of service climate, we focused on leadership that communicates a commitment to high levels of service quality, or what we call service leadership. Which hypothesis follows this reasoning? (Schneider)
What is OCB and what is customer-focused OCB?
OCB directed at customers, is customer-focused OCB.
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Schneider suggest that service climate partially mediates the relationship between service leadership and customer-focused OCB. Whats the logic behind this reasoning and which hypothesis can be formulated?
>> This leads tot hypothesis 1: Service climate partially mediates the relationship between service leadership and behavior and customer-focused OCB.
Schneider suggests that customer-focused OCB at least partially mediates the link between service climate and customer satisfaction: the climate results in some kind of behavior. Which hypothesis follows this?
Schneider suggests that customer-focused OCB leads to sales through the (full) mediator of customer satisfaction. Only satisfied customers make many repeat visits to the firm and the increased visits will lead to more purchases. Define a suiting hypothesis:
What are the 4 limitations of the study of Schneider?
2 Data used for testing were cross-functional: its not clear what causation might be reciprocal (wederkerig)
3 Use of only 1 company in the sample
4 General absence of large environmental effects on the relationships studies here.
Describe service climate (Schneider)
-Rewarding, supporting, expecting customer service.
-Service quality is emphasized as the purpose of the organization by leadership
-Employees in service settings are often physically and psychologically close (perceptions get shared)
-Customers observe employee behavior and judge service quality.
What ensures the highest level of customer satisfaction?
What is service leadership behavior and how does it influence OCB (in)directly?
Direct influence via role modeling and exchange processes
Indirect (through service climate) via setting goals and rewards
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