The relationship between employees' perceptions of organizational climate and customer retention rates in a major UK retail bank

Author:

Clark Moira

Publisher

Informa UK Limited

Subject

Marketing,Strategy and Management

Reference68 articles.

1. Abercrombie, M.L.J. (1967) The Anatomy of Judgement: An Investigation into the Process of Perception and Reasoning, 4th edn. London: Hutchinson and Co.

2. Adams, J.S. (1965) Injustice in social exchange. In L. Berkowitz (ed.), Advances in Experimental Social Psychology, Vol. 2. New York: Academic Press.

3. Anderson, N.R. and West, M.A. (1998) Measuring climate for work group innovation: development and validation of the team climate inventory. Journal of Organizational Behaviour 19,235-58.

4. Argyris, C. (1958) Some problems in conceptualizing organizational climate: a case study of a bank. Administrative Science Quarterly 2,501-20.

5. Bergiel, B.J. and Trosclair, C. (1985) Instrumental learning: its application to consumer satisfaction. Journal of Consumer Marketing 2,23-8.

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