ClimateQUAL™ – Organizational Climate and Diversity Assessment (OCDA)
Service Climate Bibliography
Directing the reader to books and articles making significant contributions to theory and research in the field of service climate, this annotated bibliography contains 33 entries primarily by Benjamin Schneider. The entries are grouped into three categories: (1) general organizational climate; (2) climate for service—theoretical perspective; (3) climate for service—empirical study.
General Organizational Climate
Schneider, B. (1975). Organizational climates: An essay. Personnel Psychology, 28(4), 447-479.
Schneider, B., & Reichers, A.E. (1983). On the etiology of climates. Personnel Psychology, 36(1), 19-39.
Schneider, B. (1987). The people make the place. Personnel Psychology, 40(3), 437-453.
Schneider, B., & Rentsch, J. (1988). Managing climates and cultures: A future perspective. In J. Hage (Ed.), The future of organization (pp.181-200). Lexington, MA: Lexington Books.
Reichers, A.E., & Schneider, B. (1990). Climate and culture: An evolution of constructs. In B. Schneider (Ed.), Organizational climate and culture (pp.5-39). San Francisco: Jossey-Bass.
Schneider, B. (Ed.). (1990). Organizational climate and culture. San Francisco: Jossey-Bass.
Schneider, B., & Gunnarson, S. (1990). Organizational climate and culture: The psychology of the work place. In J. W. Jones, B. D. Steffy, & D. Bray (Eds.), Applying psychology in business: The manager’s handbook (pp.542-551). Lexington, MA: Lexington Books.
Schneider, B., Gunnarson, S.K., & Niles-Jolly, K. (1994). Creating the climate and culture of success. Organizational Dynamics, 23(1), 17-29.
Schneider, B., Goldstein, H.W., & Smith, D.B. (1995). The ASA framework: An update. Personnel Psychology, 48(4), 747-773.
Schneider, B., Smith, D.B., & Paul, M.C. (2002). Attraction-selection-attrition model of organizational functioning. In M. Erez, H. Thierry, & U. Kleinbeck (Eds.), Work motivation in the context of a globalizing economy. Mahwah, NJ: Erlbaum.
Schneider, B. (2000). The psychological life of organizations. In Ashkanasy, N., Wilderon, C., & Peterson, M. (Eds.), Handbook of organizational culture and climate, Sage, Thousand Oaks, CA, pp. xvii-xxi.
Climate for Service-Theoretical Perspective
Bowen, D.E., & Schneider, B. (1988). Services marketing and management: Implications for organizational behavior. In B. M. Staw & L. L. Cummings (Eds.), Research in organizational behavior (Vol.10, pp.43-80). Greenwich, CT: JAI Press.
Bowen, D.E., Schneider, B., & Kim, S. (2000). Shaping service cultures through strategic human resources management. In T.A. Swartz & D. Iacobucci (Eds.), Handbook of services marketing and management. Thousand Oaks, CA: Sage.
Schneider, B. (1990). The climate for service: An application of the climate construct. In B. Schneider (Ed.),Organizational climate and culture (pp.383-412). San Francisco: Jossey-Bass.
Schneider, B. (1991). Service quality and profits: Can you have your cake and eat it, too? Human Resource Planning, 14(2), 151-157.
Schneider, B., & Bowen, D. E. (1992). Personnel/human resources management in the service sector. In K.R. Rowland & G.R. Ferris (Eds.), Research in personnel and human resources management, (Vol. 10, pp.1-30). Greenwich, CT: JAI Press.
Schneider, B., & Bowen, D. (1993). The service organization: human resources management is crucial. Organizational Dynamics, 21(4), 39-52.
Schneider, B., & Bowen, D. (1995). Winning the service game. Boston: Harvard Business School Press.
Schneider, B., Holcombe, K.M., & White, S.S. (1997). Lessons learned about service quality: What it is, how to manage it, and how to become a service quality organization. Consulting Psychology Journal, 49(1), 35-50.
Schneider, B., Paul, M.C., & White, S.S. (1998). Too much of a good thing: A multiple constituency perspective on service organization effectiveness. Journal of Service Research, 1, 93-102.
Schneider, B., Bowen D.E., Ehrhart, M.G., & Holcombe, K.M. (2000). The climate for service: Evolution of a construct. In N.M. Ashkanasy, C.P.M. Wilderom, & M.F. Peterson (Eds.), Handbook of organizational culture and climate (pp.21-36). Thousand Oaks, CA: Sage.
Schneider, B., Salvaggio, A.N., & Subirats, M. (2002). Service climate: A new direction for climate research. Journal of Applied Psychology, 87(2), 220-229.
Schneider, B., & White, S. (2004). Service climate. In B. Schneider & S. White (Eds.) Service quality: Research perspectives (pp.91-134). Thousands Oaks, CA: Sage Publications.
Climate for Service-Empirical Study
Schneider, B. (1980). The service organization: Climate is crucial. Organizational Dynamics, 9(2), 52-65.
Schneider, B., Parkington, J.J., & Buxton, V.M. (1980). Employee and customer perceptions of service in banks. Administrative Science Quarterly, 25(2), 252-267.
Schneider, B., & Bowen, D.E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70(3), 423-433.
Schneider, B., Wheeler, J.K., & Cox, J.F. (1992). A passion for service: Using content analysis to explicate service climate themes. Journal of Applied Psychology, 77(5), 705-716.
Schneider, B., White, S.S., & Paul, M.C. (1998). Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology, 83(2), 150-163.
Schneider, B., Salvaggio, A.N., & Subirats, M. (2002). Climate strength: A new direction for climate research. Journal of Applied Psychology, 87(2), 220-229.
Schneider, B., Ehrhart, M.G., et al. (2005). Understanding organization-customer links in service settings. Academy of Management Journal, 48(6), 1017-1032.
