A cross-level investigation of positive events on employee service performance

Abstract

Based on affective events theory, we proposed a cross-level model to explore the relationship between firm (macro level) positive events and employee (micro level) service performance. First, we hypothesize that firm (macro level) positive events are conducive to employee (micro level) service performance. Then we hypothesize that this positive cross level impact may be combined with middle-level factors, including team service climate and team service efficacy, such that positive relationship between positive events and employee service performance will be stronger when team service climate is high and team service efficacy is high.