A Study on the Impact of Organizational Service Climate on Customer Experience

Abstract

Service climate is the specific reflection of organizational climate in service and a perception shared by employees. Meanwhile, more and more scholars begin to pay more attention to customer's consumption experience. Customer’s consumption process is a process of perceptional experience, but also a process of emotional experience. Service climate is a perception produced by employees on policies, procedures and management behavior of the company, employees thus perceived quality of service and provide high-performance service, influence consumption experiences of external customers and ultimately influence customer loyalty. The article firstly introduces the dimensions of service climate and customer experience based on some relevant research. Secondly, we aim to investigate the effect of organizational service climate on customer experience through developing a conceptual model. Finally, we suggest the development path of customer experience strategies through analyzing the conceptual model, to enhance company brand image and customer loyalty.