Understanding organization-customer links in a service setting in Russia

Author First name, Last name, Institution

Nick Ashill, Victoria University of Wellington
Amjad Abuelsamen, Zayed UniversityFollow
Tanya Gibbs, American University in the Emirates
Rania W. Semaan, School of Business Administration

ORCID Identifiers

0000-0002-7868-6175

0000-0003-2319-6862

Document Type

Article

Source of Publication

Journal of Retailing and Consumer Services

Publication Date

5-1-2022

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.

DOI Link

10.1016/j.jretconser.2022.102949

Publisher

Elsevier BV

Volume

66

Disciplines

Business

Keywords

Customer satisfaction, Management commitment to service quality, Russia, Service climate, Service performance

Scopus ID

85123835850

Recommended Citation

Ashill, Nick; Abuelsamen, Amjad; Gibbs, Tanya; and Semaan, Rania W., "Understanding organization-customer links in a service setting in Russia" (2022). All Works. 4851.
https://zuscholars.zu.ac.ae/works/4851

Indexed in Scopus

yes

Open Access

no