The Relationship between Service Climate, Employee Experience and Organizational Loyalty

Abstract

The study aimed to explore the relationship between service climate, employee experience (EX) and employee organizational loyalty. Three questionnaires were used as research tools: Service Orientation Scale - Serv * or (Lytle, Hom, & Mokwa, 1988), Employee Experience Index (Morgan, 2017) and Employee Loyalty Index -eNPS (Reichheld, 2011). 370 subjects participated in research, who evaluated the organization in which they were currently working. The Georgian version of Service Climate scale was developed in the research. The results of the research confirmed the research hypotheses: employee perceived service climate is positively related to employee experience and loyalty, the management service vision is the strongest predictor of employee experience and loyalty; In turn, the employee's loyalty to the organization will be influenced positively by employee's experience.