Service-oriented high-performance work practices as predictors of retail employees’ work engagement and service climate perceptions

dc.contributor.authorKotze, Theuns G.
dc.contributor.authorMostert, P.G. (Pierre)
dc.contributor.emailtheuns.kotze@up.ac.zaen_US
dc.date.accessioned2022-09-08T12:02:07Z
dc.date.issued2021
dc.description.abstractUsing 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.departmentMarketing Managementen_US
dc.description.embargo2022-12-13
dc.description.librarianhj2022en_US
dc.description.urihttps://www.tandfonline.com/loi/wsmq20en_US
dc.identifier.citationTheuns 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.issn1533-2969 (print)
dc.identifier.issn1533-2977 (online)
dc.identifier.other10.1080/15332969.2020.1830638
dc.identifier.urihttps://repository.up.ac.za/handle/2263/87124
dc.language.isoenen_US
dc.publisherRoutledgeen_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.subjectService-oriented high-performance work practices (HPWPs)en_US
dc.subjectService climateen_US
dc.subjectWork engagementen_US
dc.subjectRetailingen_US
dc.titleService-oriented high-performance work practices as predictors of retail employees’ work engagement and service climate perceptionsen_US
dc.typePostprint Articleen_US

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