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RESEARCH PRODUCT
Linking Service Climate and Disconfirmation of Expectations as Predictors of Customer Satisfaction: A Cross-Level Study1
Núria TorderaVicente Martínez-turJosé M. PeiróKristina Potocniksubject
Service qualitySocial PsychologyWork (electrical)Organizational behaviorService climateCustomer satisfactionPsychologyConstruct (philosophy)Social psychologyConsumer behaviourDual (category theory)description
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. jasp_753 1189..1213
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2011-05-01 | Journal of Applied Social Psychology |