, Volume 88, Issue 2, pp 313-332

Spiritual Climate of Business Organizations and Its Impact on Customers’ Experience

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Abstract

This study examines the notion of ‹spirituality’ as a dimension of human self, and its relevance and role in management. Major thesis of this research is that spirituality of employees is reflected in work climate. This may in turn affect the employees’ service to the customers. In the first part of the study a Spiritual Climate Inventory is developed and validated with the data from manufacturing and service sector employees. In the later part, hypothesis of positive impact of spiritual climate on customers’ experience of employees’ service is examined and found to be substantiated empirically.

This work is based on the first author's dissertation. Different parts of this work won Best Paper Award at different international forums held at Indian Institute of Sciences, Banglore and Indian Institute of Management, Indore.