| Abstract: | Conducted a study with 674 present and 87 former bank-account holders in which climate was defined as the summary perception that bank customers have of their bank, and perceived climate was conceptualized as an intervening variable (i.e., a summary perception based on specific service-related events but preceding customer account switching). Questionnaire data indicate that (a) present-customer intentions to switch accounts were more strongly related to summary perceptions than to specific service-related event perceptions of the bank and (b) former customers had significantly more negative perceptions of the bank and its employees than did present customers. Implications for future organizational climate research and for the relationship between employee and customer are discussed. (20 ref.) (PsycINFO Database Record (c) 2010 APA, all rights reserved) |
