Service-oriented high-performance work practices as predictors of retail employees’ work engagement and service climate perceptions
dc.contributor.author | Kotze, Theuns G. | |
dc.contributor.author | Mostert, P.G. (Pierre) | |
dc.contributor.email | theuns.kotze@up.ac.za | en_US |
dc.date.accessioned | 2022-09-08T12:02:07Z | |
dc.date.issued | 2021 | |
dc.description.abstract | Using survey data collected from 781 frontline employees of a South African retailer, this study investigated the degree to which employees’ perceptions of six service-oriented high-performance work practices (HPWPs) – staffing, training, financial compensation, non-financial rewards, involvement, and empowerment – predict their work engagement and service climate perceptions. It was found that employees’ perceptions of involvement, training and staffing predicted their service climate perceptions, while only training was a statistically significant predictor of employees’ work engagement. The study contributes to the limited research on the relationship between individual service-oriented HPWPs and these two crucial employee outcomes. | en_US |
dc.description.department | Marketing Management | en_US |
dc.description.embargo | 2022-12-13 | |
dc.description.librarian | hj2022 | en_US |
dc.description.uri | https://www.tandfonline.com/loi/wsmq20 | en_US |
dc.identifier.citation | Theuns Kotzé & Pierre Mostert (2021) Service-Oriented High-Performance Work Practices as Predictors of Retail Employees’ Work Engagement and Service Climate Perceptions, Services Marketing Quarterly, 42:1-2, 1-19, DOI: 10.1080/15332969.2020.1830638. | en_US |
dc.identifier.issn | 1533-2969 (print) | |
dc.identifier.issn | 1533-2977 (online) | |
dc.identifier.other | 10.1080/15332969.2020.1830638 | |
dc.identifier.uri | https://repository.up.ac.za/handle/2263/87124 | |
dc.language.iso | en | en_US |
dc.publisher | Routledge | en_US |
dc.rights | © 2021 Taylor & Francis Group, LLC. This is an electronic version of an article published in Services Marketing Quarterly, vol. 42, no. 1-2, pp. 1-19, 2021, doi : 10.1080/15332969.2020.1830638. Services Marketing Quarterly is available online at : https://www.tandfonline.com/loi/wsmq20. | en_US |
dc.subject | Service-oriented high-performance work practices (HPWPs) | en_US |
dc.subject | Service climate | en_US |
dc.subject | Work engagement | en_US |
dc.subject | Retailing | en_US |
dc.title | Service-oriented high-performance work practices as predictors of retail employees’ work engagement and service climate perceptions | en_US |
dc.type | Postprint Article | en_US |