exploring the extent to which the above set of variables in influences employee reactions
to CO interventions above and beyond the impact that a strong CS climate (i.e. the
nature of the intervention itself) has on such reactions. At the same time it also extends
contingency analyses by looking at the extent to which these additional variables
interact with CS climate to affect the way employees respond to CO interventions.
Below we use this framework to analyse front-line reactions to a major customer care
initiative in a large supermarket organization in Britain.