Service Attribute Boundary Conditions of the Service Climate–Customer Satisfaction Link
研究提出服务属性（顾客接触频率、服务无形性、员工相互依赖）是服务氛围与顾客满意度关系的边界条件，基于129个超市部门的数据分析发现，当这三个变量水平高时，服务氛围对顾客满意度的正向影响更强。
We propose service attributes as boundary conditions of the relationship between service climate and customer satisfaction. Drawing on service climate theory and research, the customer contact model of service delivery, typologies of service attributes, and relational coordination theory, we hypothesized that customer contact frequency, service intangibility, and service employee interdependence moderate the positive link between service climate and customer satisfaction so that the relationship is more positive when those three variables are at high levels. Using a sample of 129 supermarket departments, we collected data from three unique sources (service employees, executives, and customers). Analyses revealed support for the hypotheses.