Climate strengths: a new direction for climate research

Climate strength was conceptualized within D. Chan's (1998) discussion of compositional modes and the concept of culture strength from the organizational culture literature. Climate strength was operationalized in terms of within-group variability in climate perceptions - the less within-group...

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Bibliographic Details
Published inJournal of applied psychology Vol. 87; no. 2; pp. 220 - 229
Main Authors Schneider, B, Salvaggio, A N, Subirats, M
Format Journal Article
LanguageEnglish
Published 01.04.2002
Subjects
Banks
Consumer satisfaction
Employees
Organizational climate
Perception
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Summary:Climate strength was conceptualized within D. Chan's (1998) discussion of compositional modes and the concept of culture strength from the organizational culture literature. Climate strength was operationalized in terms of within-group variability in climate perceptions - the less within-group variability, the stronger the climate. Climate strength was studied 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. (Original abstract - amended)
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ISSN:0021-9010