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The main objective of this exploratory study was to examine the relationships among service clima... more The main objective of this exploratory study was to examine the relationships among service climate, employee job satisfaction, employee engagement, and customer satisfaction. Structured questionnaires were given to senior employees of selected retail service organizations in India. A total of 369 usable questionnaires were analyzed and the findings indicate that work environment influences service climate, which in turn influences employee job satisfaction, employee engagement, and customer satisfaction. The interactional relationship between Service climate and Job Satisfaction, Service climate and Employee Engagement, Employee Engagement and Job Satisfaction, Job Satisfaction and Customer Satisfaction, Service climate and Customer Satisfaction were proved using hierarchical regression and other statistical tools. Implications and directions for future research are also discussed. Key Words: Work environment, service climate, employee job satisfaction, employee engagement and customer satisfaction REVIEW JURNAL 1 SCM -MM 11 -UBM Liana Regina T. (81120025) 2 Abstrak Tujuan utama dari studi eksplorasi ini adalah untuk menguji hubungan antara iklim pelayanan (service climate), kepuasan kerja karyawan (employee job satisfaction), keterikatan karyawan (employee engagement), dan kepuasan pelanggan (customer satisfaction). Kuesioner terstruktur diberikan kepada karyawan senior yang dipilih dari perusahaan jasa ritel di India. Sebanyak 369 kuesioner dianalisis dan temuan menunjukkan bahwa iklim layanan mempengaruhi lingkungan kerja, yang pada gilirannya mempengaruhi kepuasan kerja karyawan, keterikatan karyawan, dan kepuasan pelanggan . Hubungan interaksional antara Iklim Layanan dan Kepuasan Kerja, Iklim Layanan Pelanggan, Iklim Layanan dan Kepuasan Pelanggan terbukti menggunakan regresi hirarkis dan alat-alat statistik lainnya. Implikasi dan arah untuk penelitian masa depan juga turut dibahas.

The main objective of this exploratory study was to examine the relationships among service clima... more The main objective of this exploratory study was to examine the relationships among service climate, employee job satisfaction, employee engagement, and customer satisfaction. Structured questionnaires were given to senior employees of selected retail service organizations in India. A total of 369 usable questionnaires were analyzed and the findings indicate that work environment influences service climate, which in turn influences employee job satisfaction, employee engagement, and customer satisfaction. The interactional relationship between Service climate and Job Satisfaction, Service climate and Employee Engagement, Employee Engagement and Job Satisfaction, Job Satisfaction and Customer Satisfaction, Service climate and Customer Satisfaction were proved using hierarchical regression and other statistical tools. Implications and directions for future research are also discussed. Key Words: Work environment, service climate, employee job satisfaction, employee engagement and customer satisfaction REVIEW JURNAL 1 SCM -MM 11 -UBM Liana Regina T. (81120025) 2 Abstrak Tujuan utama dari studi eksplorasi ini adalah untuk menguji hubungan antara iklim pelayanan (service climate), kepuasan kerja karyawan (employee job satisfaction), keterikatan karyawan (employee engagement), dan kepuasan pelanggan (customer satisfaction). Kuesioner terstruktur diberikan kepada karyawan senior yang dipilih dari perusahaan jasa ritel di India. Sebanyak 369 kuesioner dianalisis dan temuan menunjukkan bahwa iklim layanan mempengaruhi lingkungan kerja, yang pada gilirannya mempengaruhi kepuasan kerja karyawan, keterikatan karyawan, dan kepuasan pelanggan . Hubungan interaksional antara Iklim Layanan dan Kepuasan Kerja, Iklim Layanan Pelanggan, Iklim Layanan dan Kepuasan Pelanggan terbukti menggunakan regresi hirarkis dan alat-alat statistik lainnya. Implikasi dan arah untuk penelitian masa depan juga turut dibahas.