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Climate strength: a new direction for climate research (2002)
| Venue: | Journal of Applied Psychology |
| Citations: | 64 - 6 self |
BibTeX
@ARTICLE{Schneider02climatestrength:,
author = {Benjamin Schneider and Amy Nicole Salvaggio and Montse Subirats},
title = {Climate strength: a new direction for climate research},
journal = {Journal of Applied Psychology},
year = {2002},
pages = {220--229}
}
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Abstract
Climate strength was conceptualized within D. Chan’s (1998) discussion of compositional models and the concept of culture strength from the organizational culture literature. Climate strength was opera-tionalized in terms of within-group variability in climate perceptions—the less within-group variability, the stronger the climate. The authors studied climate strength in the context of research linking employee service climate perceptions to customer satisfaction. The hypothesis was tested that climate strength moderates the relationship between employee perceptions of service climate and customer satisfaction experiences. Partial support for the hypothesis was reported in both a concurrent and predictive (3-year) test across 118 branches of a bank. In the predictive study only the interaction of climate and climate strength predicted customer satisfaction. Implications for future research on climate and climate strength are discussed. We hypothesized that climate strength moderates the relation-ship between climate perceptions and organizational outcomes—in the present case, that service climate strength moderates the rela-tionship between employees ’ service climate perceptions and cus-tomer experiences. Thus, within the domain of what has come to
Keyphrases
climate strength new direction climate research customer satisfaction employee service climate perception climate perception within-group variability cus-tomer experience organizational culture literature compositional model future research organizational outcome partial support employee perception customer satisfaction experience service climate strength culture strength predictive study present case service climate
