Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

CONCLUSION AND MANAGERIAL IMPLICATIONS 
The aim of this paper was to introduce a social psychological dimension to existing research which links 
employee perceptions of internal factors with important business outcomes – in this case customer satisfaction. The 
present research was underpinned by the challenge of managing employee-customer interactions, and the ongoing 
need for managers, despite the lack of direct supervision, to improve these interactions.
This research provides further evidence that managers would benefit from the use of regular and ongoing 
attention to service climate as an important diagnostic tool. Those specific dimensions chosen by a firm to measure 
its service climate can be utilized as drivers to ensure an unwavering customer-focused organization. Although 
service climate measures should not be a pure substitute for direct customer research, the linkage research literature 
and the findings from this study provide evidence of direct links between aspects of service climate and customer 
satisfaction.

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