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| Author: | Jong, A. de Ruyter, K. de Lemmink, J. |
| Title: | Service climate in self-managing teams: Mapping the linkage of team member perceptions and service performance outcomes in a business-to-business setting |
| Journal: | Journal of Management Studies
2005 : DEC, VOL. 42:8, p. 1593-1620 |
| Index terms: | organizational behaviour employees team work customers service quality models |
| Language: | eng |
| Abstract: | This paper develops a conceptual model of self-managing team (SMT) service (here as: srv.) climate (as: srv-cl.), taking into account characteristics of the organizational (as: org-al.) context, the SMT and the individual employee (as: empl). To assess the impact of SMT srv-cl., a number of internal consequences (i.e. in-company performance data) and external srv. performance outcomes (i.e. customer-perceived srv. quality) are included. As a result, the antecedents of SMT s-cl. in srv. groups are investigated using a multi-level approach. The results reveal that org-al. group factors have a significant cross-level influence on empl. perceptions (as: prcps.) of SMT srv-cl. Furthermore, it is demonstrated among others that empl. prcps. of SMT srv-cl. are positively related to customer-perceived srv. quality. |
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