The impact of organizational service climate on customer experience An exploratory study of the opinions of a sample of workers in travel and tourism companies in Baghdad Governorate

Abstract

The current research aims to identify the nature of the relationship between the organizational service climate and the customer experience, as the research attempts to address a realistic problem represented in the companies’ need to create a positive customer experience. By distributing a questionnaire to the customers of travel and tourism companies in the province of Baghdad, it obtained (82) responses that were analyzed using the advanced statistical program Smart PLS as well as the statistical program SPSS v 25. The customer is in the company, and the research recommends a set of recommendations, the most important of which is that the company in question should do everything that would enhance the positive climates among the workers because it would bring many benefits to the company, including sharing knowledge and providing assistance formally and informally, as well as creating a positive experience for the customer.