Service climate effects on customer attitudes: an examination of boundary conditions

Article Abstract:

A study was conducted on the service climate by examining two boundary conditions for effects of service climate on customer attitudes in 160 bank branches. The more proximal and relevant the target of a service climate to customers, and the higher the frequency of contact between employees and customers, report the authors, the stronger would be the relationship between service climate and customer attitudes.

Surveys, Customer service, Support services

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The role of relational trust in bank-small firm relationships

Article Abstract:

Customers' relational trust in their banks from beliefs about the banks' self-interested motivations were differentiated on the basis of data collected from 935 small firms and bank managers. Relational trust mediated the relationship between bank strategies and the likelihood a firm would switch banks, and the effect of trust went beyond that of beliefs about self-interest.

United States, Commercial Banks, Management dynamics, Analysis, Management, Comparative analysis, Customer loyalty, Company business management, Small and medium sized companies

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Community matters: Realistic group conflict theory and the impact of diversity

Article Abstract:

Studies are made to bring communities into the study of organizational demographics. Data from the National Organizations Study and an experiment proved that the closer whites lived to blacks and the more interethnic conflict the former perceived in their communities, the more negatively they responded to diverse workplaces.

Public affairs, Social aspects, Evaluation, Work groups, Teamwork (Workplace), Industrial psychology, Industrial sociology, Industrial-organizational psychology

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