以服务为导向的高绩效工作实践是零售业员工工作参与度和服务氛围感知的预测因素

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2021-04-03 DOI:10.1080/15332969.2020.1830638

Theuns G. Kotzé, P. Mostert

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引用次数: 4

摘要

摘要利用从南非一家零售商的781名一线员工中收集的调查数据，本研究调查了员工对六种服务型高绩效工作实践（HPWP）的感知——人员配备、培训、经济补偿、非财务奖励、参与和赋权——在多大程度上预测了他们的工作参与度和服务氛围感知。研究发现，员工对参与度、培训和人员配置的感知预测了他们的服务氛围感知，而只有培训是员工工作参与度的统计显著预测因素。该研究有助于对个人服务型HPWP与这两个关键员工成果之间关系的有限研究。

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Service-Oriented High-Performance Work Practices as Predictors of Retail Employees’ Work Engagement and Service Climate Perceptions

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.

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.