Kotze, Theuns G.Mostert, P.G. (Pierre)2023-09-152023Theuns 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: 10.1080/15332969.2023.2205797.1533-2969 (print)1533-2977 (online)10.1080/15332969.2023.2205797http://hdl.handle.net/2263/92286This 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© 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.RetailingHigh-performance work systemsService-orientedService climateWork engagementIn-role and extra-role service performanceSDG-08: Decent work and economic growthPostprint Article