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<p>Service research highlights the importance of relatively constant elements that influence customer service. A great deal of unexplained variance in service provision remains, however, especially from one shift to another within the same service establishment. We address this gap by introducing the construct <i>shift climate</i>, defined as a frontline employee’s perception of the level of co-workers’ focus on customer need satisfaction. We present a scale development plus two additional studies—employing an experience sampling methodology to capture data from both employees over time and their customers—that, in combination, conceptualize and empirically demonstrate the importance of shift climate. The results show that this new construct explains variance beyond previous service-related variables for critical outcomes, including customer loyalty intentions and employee in-role, extra-role, and helping behaviors. Premised on social baseline theory, our model also illustrates the moderating role of perceived shift mood on shift climate’s relationship to relevant outcomes and the importance of shift risk management. We present a future research agenda that integrates shift climate into existing service research streams and outlines additional aspects of shift variance that deserve further exploration.</p>

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Shift climate: How perceptions of fellow frontline employees drive behaviors and customer loyalty

  • 期刊论文

  • 发表日期：

    2026年4月10日

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  • Amy Greiner Fehl,
  • Valerie Good,
  • Todd Arnold,
  • Lisa Slevitch,
  • Mohammad Pasham

摘要

Service research highlights the importance of relatively constant elements that influence customer service. A great deal of unexplained variance in service provision remains, however, especially from one shift to another within the same service establishment. We address this gap by introducing the construct shift climate, defined as a frontline employee’s perception of the level of co-workers’ focus on customer need satisfaction. We present a scale development plus two additional studies—employing an experience sampling methodology to capture data from both employees over time and their customers—that, in combination, conceptualize and empirically demonstrate the importance of shift climate. The results show that this new construct explains variance beyond previous service-related variables for critical outcomes, including customer loyalty intentions and employee in-role, extra-role, and helping behaviors. Premised on social baseline theory, our model also illustrates the moderating role of perceived shift mood on shift climate’s relationship to relevant outcomes and the importance of shift risk management. We present a future research agenda that integrates shift climate into existing service research streams and outlines additional aspects of shift variance that deserve further exploration.