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Linking service climate to customer loyalty

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  • Mei-Ling Wang

Abstract

The present study evaluates the effect of service climate on customer loyalty by incorporating resident perceptions of service quality regarding their interaction with staff members in a nursing home. The study also explores the mediating role of service quality between service climate and customer loyalty. A conceptual two-level model linking service climate to customer loyalty was developed and analyzed using data collected from 197 nursing staff members and 477 residents in 44 nursing homes in Taiwan. The results show that service climate improves service quality and customer loyalty and provide empirical support for the mediating role of service quality between service climate and customer loyalty. Both theoretical and practical implications are discussed as well as future research directions.

Suggested Citation

  • Mei-Ling Wang, 2015. "Linking service climate to customer loyalty," The Service Industries Journal, Taylor & Francis Journals, vol. 35(7-8), pages 403-414, May.
    • Handle: RePEc:taf:servic:v:35:y:2015:i:7-8:p:403-414
    DOI: 10.1080/02642069.2015.1015518
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    Cited by:

    1. Osei-Frimpong, Kofi & McLean, Graeme & Wilson, Alan & Lemke, Fred, 2020. "Customer coproduction in healthcare service delivery: Examining the influencing effects of the social context," Journal of Business Research, Elsevier, vol. 120(C), pages 82-93.
    2. Waseem Bahadur & Ahsan Ali, 2023. "Linking leader humility with service performance: the role of service climate and customer mistreatment," Asian Business & Management, Palgrave Macmillan, vol. 22(2), pages 621-642, April.
    3. Daniel Nadales Rodríguez & Guillermo Bermúdez-González & Ismael Pablo Soler-García, 2022. "Influence of the Corporate Image of Nursing Homes on the Loyalty of Residents’ Family Members," IJERPH, MDPI, vol. 19(15), pages 1-15, July.

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