. Lavanya M


Purpose: In this study, the factors of service climate which mainly concerns with the employees shared employee perceptions of policies, procedures, practices and behaviours that get rewarded, supported and expected with regard to customer service and customer service quality and represent the degree to which the internal functioning of organisation is experienced as one focused on service quality.

Design/Methodology/Approach: Sample of 628 Banks employees from private and foreign Banks at Chennai were surveyed.

Findings: Overall engagement has a positive impact on service climate. The service climate factors show that the employees are engaged towards their organizational commitment.

Originality/value: The results suggest that employees could be engaged in an amicable and motivating service climate, sustained attention to physical, cognitive, emotional, behavioural and technological engagement drivers, and willingness to have a continued association with the organisation.

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