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

Ad de Jong, Ko de Ruyter, Jos Lemmink

Research output: Contribution to journalJournal articleResearchpeer-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.

Original languageEnglish
JournalJournal of Marketing
Volume68
Issue number2
Pages (from-to)18-35
ISSN0022-2429
DOIs
Publication statusPublished - 2004
Externally publishedYes

Keywords

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

Cite this