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July 28, 2009
Valtera thought leaders publish article on service climate research in the August edition of Journal of Service Research
Rolling Meadows, IL (July 28, 2009) – In this just-published Journal of Service Research article Valtera validated its service climate survey in a 3-year longitudinal study of Fortune 200 service companies (not units within companies but the companies themselves) from diverse service sectors (financial services, information technology, retail, and so forth). The paper proposed, tested and found support for the following ideas:
(1) service climate predicts customer satisfaction;
(2) customer satisfaction predicts financial and market performance; and
(3) service climate predicts market and financial performance through its influence on customer satisfaction.
Management implications for corporate competitive advantage through a focus on service climate are discussed.
More information about the article and Valtera’s service climate measure are available from Ben Schneider: bschneider@valtera.com
About Valtera
Valtera is a professional services firm that provides premier human capital consulting and technology solutions to organizations worldwide. Valtera offers science–based solutions in the following areas: Leadership Assessment, Testing & Selection, Surveys & Analytics, Employee Engagement, and HR Audits & Legal Support. The company was founded in 1977.
Media Contact:
Valtera Corporation
Jennifer Stoll
847-472-5710
jstoll@valtera.com
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