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- Title
Adapting service climate to meet employee, customer needs.
- Authors
EUN KYOO KIM, ELLEN; JUNGMIN (JAMIE) SEO
- Abstract
The article encourages companies to reevaluate their service climate and update service values and beliefs to meet the needs of employees and customers post-COVID-19 pandemic. Topics discussed are association of strong service climate to employee satisfaction, engagement and commitment, correlation between service climate and customer expectations and behavior, changes in customer values and preferences and increased customer expectations for digital service as a result of shift to e-commerce.
- Subjects
CONSUMERS; CLIMATE change conferences; CONSUMER behavior; BUSINESS enterprises; COVID-19 pandemic
- Publication
Industrial Management, 2022, Vol 64, Issue 6, p12
- ISSN
0019-8471
- Publication type
Article