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.

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种商店级模型。在以气候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决条件，而在以敬业度为中心的竞争对手模型中，工作敬业度直接预测角色内和角色外服务绩效。这两个竞争模型在商店层面对从 781 名一线员工和 70 名经理收集的数据进行了评估。结果表明，以服务为导向的高绩效工作系统和工作投入都可以预测服务氛围，而服务氛围又可以预测员工的角色内和角色外服务绩效。