Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams

Ad de Jong, Ko de Ruyter, Jos Lemmink

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

Abstract

In this article, the authors examine antecedents and consequences of the service climate in boundary-spanning self-managing teams (SMTs) that deliver financial services. Using data from members of 61 SMTs and their customers, the authors show a differential impact of the SMT service climate on various marketing performance measures. Furthermore, they obtain support for independent group-level effects of intrateam support and team member flexibility on employee perceptions of the SMT service climate. Both effects are persistent over time and demonstrate that collective perceptions in the SMT have incremental value in the explanation of the service climate.
OriginalsprogEngelsk
TidsskriftJournal of Marketing
Vol/bind68
Udgave nummer2
Sider (fra-til)18-35
ISSN0022-2429
DOI
StatusUdgivet - 2004
Udgivet eksterntJa

Emneord

  • Self-managing teams
  • Service climate
  • Boundary-spanning service
  • Performance measurement
  • Multilevel modeling
  • Financial services

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