Antecedents of retail employees’ service performance:a store-level exploration of a climate-centric versus an engagement-centric approach

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dc.contributor.author Kotze, Theuns G.
dc.contributor.author Mostert, P.G. (Pierre)
dc.date.accessioned 2023-09-15T05:42:59Z
dc.date.issued 2023
dc.description.abstract This paper compares two store-level models of the antecedents of frontline employees’ in-role and extra-role service performance in a retail setting. In the climate-centric research model, service climate serves as a direct antecedent of in-role and extra-role service performance, while in the engagement-centric rival model, work engagement directly predicts in-role and extra-role service performance. The two competing models were assessed at the store-level of analysis on data collected from 781 frontline employees and 70 managers. Results indicate that service-oriented high-performance work systems and work engagement both predict service climate which, in turn, predicts employees’ in-role and extra-role service performance. en_US
dc.description.department Marketing Management en_US
dc.description.embargo 2024-10-27
dc.description.librarian hj2023 en_US
dc.description.uri https://www.tandfonline.com/loi/wsmq20 en_US
dc.identifier.citation Theuns Kotzé & Pierre Mostert (2023) Antecedents of Retail Employees’ Service Performance: A Store-Level Exploration of a Climate-Centric versus an Engagement-Centric Approach, Services Marketing Quarterly, 44:2-3, 142-166, DOI: 10.1080/15332969.2023.2205797. en_US
dc.identifier.issn 1533-2969 (print)
dc.identifier.issn 1533-2977 (online)
dc.identifier.other 10.1080/15332969.2023.2205797
dc.identifier.uri http://hdl.handle.net/2263/92286
dc.language.iso en en_US
dc.publisher Routledge en_US
dc.rights © 2023 Taylor & Francis Group, LLC. This is an electronic version of an article published in Services Marketing Quarterly, vol. 44, no. 2-3, pp. 142-166, 2023, doi : . Services Marketing Quarterly is available online at : https://www.tandfonline.com/loi/wsmq20. en_US
dc.subject Retailing en_US
dc.subject High-performance work systems en_US
dc.subject Service-oriented en_US
dc.subject Service climate en_US
dc.subject Work engagement en_US
dc.subject In-role and extra-role service performance en_US
dc.subject SDG-08: Decent work and economic growth en_US
dc.title Antecedents of retail employees’ service performance:a store-level exploration of a climate-centric versus an engagement-centric approach en_US
dc.type Postprint Article en_US


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