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 |