The effect of service climate on customer emotion and customer satisfaction

Abstract

The purpose of this study is to empirically verify the impact of the effect service climate on customer emotion and customer satisfaction. For this research, a survey was conducted for consultants currently engaged in consulting. Using SmartPLS 3.3.2, technical were conducted. The importance and suitability of the path model were verified through structural model analysis, and the mediating effect of customer emotion was verified through the analysis of specific indirect effects. According to the results of the study, the first company's service climate affects all positive customer emotion: pleasantness, pleasure and happiness. Second, the corporate service climate has a positive effect on customer satisfaction. Third, positive customer sentiment affects customer satisfaction. Fourth, when the service climate of the company affects customer satisfaction, the positive customer emotion, pleasant, enjoyment, and happiness, played a mediating role, and the independent variables were all partially mediated. Among them, happiness appeared to be the most influential factor, showing that it is important to satisfy the customer's happy feelings when the service climate affects customer satisfaction. In order to satisfy customers through research results, establishing and utilizing service climate is important, and since customer's happiness affects service climate and satisfaction, continuous measures to satisfy customer's happiness should be developed. This study is aimed at a small number of restaurant companies, generalizing the results is limited. Nevertheless, it is meaningful to study which of the positive emotions affects a lot by subdividing the customer's feelings when the service climate affects customer satisfaction