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Service Climate in Self‐Managing Teams: Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business‐to‐Business Setting

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  • Ad de Jong
  • Ko de Ruyter
  • Jos Lemmink

Abstract

abstract Drawing from the organizational behaviour and services marketing literature, we develop a conceptual model of self‐managing team (SMT) service climate, taking into account characteristics of the organizational context, the SMT, and the individual employee. In order to assess the impact of SMT service climate, we include a number of internal consequences (i.e., in‐company performance data) and external service performance outcomes (i.e., customer‐perceived service quality). As a result of the hierarchically nested data‐structure (i.e., groups and individuals), we investigate the antecedents of SMT service climate in service groups using a multi‐level approach. Our results reveal that organizational and group factors have a significant cross‐level influence on individual employee perceptions of SMT service climate. Furthermore, we demonstrate that employee perceptions of SMT service climate are positively related to customer‐perceived service quality, while there is no relationship with service productivity measures.

Suggested Citation

  • Ad de Jong & Ko de Ruyter & Jos Lemmink, 2005. "Service Climate in Self‐Managing Teams: Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business‐to‐Business Setting," Journal of Management Studies, Wiley Blackwell, vol. 42(8), pages 1593-1620, December.
    • Handle: RePEc:bla:jomstd:v:42:y:2005:i:8:p:1593-1620
    DOI: 10.1111/j.1467-6486.2005.00558.x
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    Citations

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    Cited by:

    1. Ambrož Milan & Praprotnik Martina, 2008. "Organisational Effectiveness and Customer Satisfaction," Organizacija, Sciendo, vol. 41(5), pages 161-173, September.
    2. Thorsten Semrau & Michael Beier, 2015. "How specialised and integrated relationship management responsibilities foster new ventures' network development," International Journal of Entrepreneurial Venturing, Inderscience Enterprises Ltd, vol. 7(1), pages 47-64.
    3. Ulrich Lichtenthaler & Holger Ernst & Martin Hoegl, 2010. "Not-Sold-Here: How Attitudes Influence External Knowledge Exploitation," Organization Science, INFORMS, vol. 21(5), pages 1054-1071, October.
    4. Lee, Peter K.C. & Cheng, T.C. Edwin & Yeung, Andy C.L. & Lai, Kee-hung, 2011. "An empirical study of transformational leadership, team performance and service quality in retail banks," Omega, Elsevier, vol. 39(6), pages 690-701, December.
    5. Christine Mathies & Liem Viet Ngo, 2014. "New insights into the climate–attitudes–outcome framework: Empirical evidence from the Australian service sector," Australian Journal of Management, Australian School of Business, vol. 39(3), pages 473-491, August.
    6. P. Matthijs Bal & Dorien T. A. M. Kooij & Simon B. De Jong, 2013. "How Do Developmental and Accommodative HRM Enhance Employee Engagement and Commitment? The Role of Psychological Contract and SOC Strategies," Journal of Management Studies, Wiley Blackwell, vol. 50(4), pages 545-572, June.
    7. Alleyne, Philmore & Hudaib, Mohammad & Pike, Richard, 2013. "Towards a conceptual model of whistle-blowing intentions among external auditors," The British Accounting Review, Elsevier, vol. 45(1), pages 10-23.
    8. Omar S. Itani & Fernando Jaramillo & Larry Chonko, 2019. "Achieving Top Performance While Building Collegiality in Sales: It All Starts with Ethics," Journal of Business Ethics, Springer, vol. 156(2), pages 417-438, May.
    9. Lee, Peter K.C. & To, W.M. & Yu, Billy T.W., 2013. "Team attributes and performance of operational service teams: An empirical taxonomy development," International Journal of Production Economics, Elsevier, vol. 142(1), pages 51-60.
    10. Soni Harsono & Harry Widyantoro & Tjahjani Prawitowati & Basuki Rachmat, 2021. "Service-Oriented Organizational Citizenship Behavior, Service Quality and Customer Citizenship Behavior: Comparison of Implementation and Evaluation from the Perspective of Bank Customers," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 33(1), pages 75-92.

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