Unraveling the Impact of Service Climate on Customer Knowledge Acquisition in Service Settings

Abstract

This research explores the influence of service climate on customer knowledge acquisition within service settings. Drawing upon insights from service management, organizational behavior, and knowledge management literature, the study examines how the organizational climate, specifically the service climate, shapes customers' experiences and their ability to acquire knowledge from service encounters. Through empirical analysis and case studies, the research investigates the dimensions of service climate that are most conducive to customer knowledge acquisition, such as service quality, employee attitudes, service responsiveness, and organizational support for learning. Furthermore, the study explores the mechanisms through which service climate influences customer knowledge acquisition processes, including customer satisfaction, trust, engagement, and loyalty. By providing insights into the dynamics of service climate and its impact on customer knowledge acquisition, this research offers practical implications for service managers and organizations seeking to enhance customer experiences and leverage knowledge as a source of competitive advantage in service industries.