serviceklima
Serviceklima, also known as service climate, is a term used in organizational behavior and service marketing to describe the shared perceptions among employees regarding the importance of delivering high-quality customer service. It encompasses common beliefs about expected service standards, the resources provided to meet them, and the supportiveness of management in enabling service delivery.
Service climate comprises multiple dimensions such as customer orientation, service standards, empowerment, rewards and recognition, training,
A favorable service climate is associated with higher perceived service quality, greater customer satisfaction, and improved
Research on service climate has been applied in sectors such as hospitality, retail, healthcare, and call centers.