| Summary: | 碩士 === 國立中興大學 === 企業管理學系所 === 106 === In recent years, the service industry has gradually become the main source of domestic economic growth. As a result, service climate and unit performance have become more and more important in the organization. Other industries are also committed to service-oriented transformation because they know whether customers are satisfied with their consumer experience, would like to visit again in the future or even if they can be word-of-mouth to attract more new consumers. Previous research showed that the service climate will affect the attitudes and behaviors of the members, which in turn will affect customer satisfaction. However, past studies focused on the impact of individual performance on the customers. Therefore, this study investigated whether the service climate affects the organization. It’s also believed that which affects customers is not only the service of a single employee but the collective performance of all employees. It also explores whether the customer''s price consciousness will moderate the relationship between unit performance and customer satisfaction.
Through multiple sources and multiple time-points, this study distributed questionnaires to store managers, employees, and customers of chain retail stores in Taichung, recovering a total of 72 managerial questionnaires, 374 employee questionnaires, and 633 customer questionnaires. Because this study contains individual and unit-level variables, cross-level analysis is used. According to the empirical results of it, the service climate in the organization can indeed affect the performance of unit group, so that employees show a more consistent service attitude and behavior; However, the customer''s price consciousness can’t regulate the relationship between unit performance and customer satisfaction. There may be other contextual factors that affect the inter-variable effect. This study will finally discuss the results of the study and extend management implications as a reference for future business management.
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