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Understanding organization-customer links in a service setting in Russia |
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| Institution: | 1. School of Marketing and International Business, Victoria University of Wellington, PO Box 600, Wellington, New Zealand;2. College of Business Zayed University Abu Dhabi Campus, P.O. Box 144534, Abu Dhabi, United Arab Emirates;3. College of Business Administration, American University in the Emirates, Dubai, United Arab Emirates;4. School of Business Administration, American University of Sharjah, PO Box 26666, Sharjah, United Arab Emirates;1. School of Business, Changshu Institute of Technology, Changshu, Jiangsu, 215500, China;2. School of Management, Fudan University, Shanghai, 200433, China;3. School of Management, Shanghai University, Shanghai, 200444, China;1. Graduate School of Economics, Keio University, 2-15-45 Mita, Minato-ku, Tokyo, 108-8345, Japan;2. Faculty of Economics, Keio University, 2-15-45 Mita, Minato-ku, Tokyo, 108-8345, Japan;3. RIKEN Center for Advanced Intelligence Project, Nihonbashi 1-chome Mitsui Building, 15th Floor, 1-4-1 Nihonbashi, Chuo-ku, Tokyo, 103-0027, Japan |
| Abstract: | This study examines the effect of management commitment to service quality on customer satisfaction through the mediating links of service climate and core and relational service performance in a high-power distance culture. Data were collected using a survey distributed to the FLEs and customers of branches of a Russian retail bank. Study findings demonstrate that branch service climate mediates the management commitment to service quality – service performance relationship and that this indirect effect is stronger on core service performance relative to relational service performance. Contrary to expectations, our findings demonstrate the importance of relational service performance relative to core service performance as a mediator of the branch service climate – branch customer satisfaction relationship. Implications of these novel findings and future research directions are discussed. |
| Keywords: | Russia Management commitment to service quality Service climate Service performance Customer satisfaction |
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