Specifically, it includes the practices, procedures, and behaviors that employees perceive to be supported, rewarded, and expected regarding customer service.
Resources like training, autonomy, and technology contribute to a supportive work environment, allowing employees to feel engaged and effective in their roles.
For example, Schneider and Bowen found that employees who perceive strong organizational support for service quality tend to create better customer experiences.
The concept has since expanded, with a notable increase in research on social climate and service quality within organizational settings.
[6] Schneider, White, and Paul's research provided foundational insights into the relationship between service climate and customer perceptions.