零售业员工服务绩效的先决条件：以气候为中心与以参与为中心的门店层面探索

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2023-04-27 DOI:10.1080/15332969.2023.2205797

Theuns G. Kotzé, P. Mostert

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引用次数: 0

摘要

摘要本文比较了零售环境中一线员工角色内和角色外服务绩效的两个门店级模型。在以氛围为中心的研究模型中，服务氛围是角色内和角色外服务绩效的直接先行因素，而在以参与度为中心的竞争模型中，工作参与度直接预测角色内和任务外服务绩效。这两个竞争模型是在商店层面对781名一线员工和70名经理的数据进行分析评估的。结果表明，面向服务的高性能工作系统和工作参与度都可以预测服务氛围，进而预测员工的角色内和角色外服务绩效。

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Antecedents of Retail Employees’ Service Performance: A Store-Level Exploration of a Climate-Centric versus an Engagement-Centric Approach

Abstract This 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.

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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.