The relationship between the type of organizational socialization, role and the organizational climate: A path analytical study

In an effort to offer excellent service, managers need to develop better service strategies/ which should include interalia, improved methods of managing the key actor in the service encounter, namely, the service employee. From a survey of 106 bank employees, it was ascertained that formal socialization would result in the employees perceiving the organizational climate as being supportive of excellent customer service. Furthermore, service employees who are formally socialized by the service organization would experience less role ambiguity and role conflict. However, the role conflict and ambiguity experienced by the service employees did not seem to affect their perception of the organizational climate. The implications of the findings for management are also reported.

Opsomming In 'n poging om uitstaande diens te lewer, behoort bestuurders 'n behoefte aan beter diensstrategie te ontwikkel, wat inter-alia behoort in te sluit: metodes om die dienswerknemer, die sleutelpersoon in die dienssituasie, te bestuur. 'n Ondersoek van 106 bankwerknemers dui daarop dat formele sosialisering daartoe lei dat genoemde werknemers die organisasionele klimaat as bydraend tot uitstaande klientdiens ervaar. Dienswerkers wat formeel sosialiseer ervaar ook minder rolverwarring en rolkonflik. Rolkonflik en rolverwarring deur dienswerkers ervaar, affekteer skynbaar nie hul persepsie van organisasionele klimaat nie. Die implikasie van die bevindings vir bestuur word ook gerapporteer