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The perceived autonomy–perceived service climate relationship: The contingency effect of store-level tenure diversity

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  • Auh, Seigyoung
  • Menguc, Bulent
  • Fisher, Michelle
  • Haddad, Abeer

Abstract

Although prior research has examined the relationship between perceived autonomy and perceived service climate, a dearth of studies exist that have explored the boundary conditions of the perceived autonomy–perceived service climate relationship. To this end, this study draws on self-determination theory and the job characteristics model to develop a multi-level model that examines the relationship between perceived autonomy and perceived service climate and how this relationship alters at varying levels of store-level tenure diversity. Based on matched data from service employees and customers from a national chain of retailers, the findings indicate that perceived autonomy is positively associated with employee's perception of service climate. However, this relationship was qualified by a curvilinear (U-shaped) moderating effect of store-level tenure diversity. Perceived autonomy had a greater impact on perceived service climate at low and high levels compared to moderate levels of tenure diversity. Implications for advancing theory in service retailing are discussed along with strategic ramifications.

Suggested Citation

  • Auh, Seigyoung & Menguc, Bulent & Fisher, Michelle & Haddad, Abeer, 2011. "The perceived autonomy–perceived service climate relationship: The contingency effect of store-level tenure diversity," Journal of Retailing and Consumer Services, Elsevier, vol. 18(6), pages 509-520.
    • Handle: RePEc:eee:joreco:v:18:y:2011:i:6:p:509-520
    DOI: 10.1016/j.jretconser.2011.07.001
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    References listed on IDEAS

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    6. Brown, Steven P. & Lam, Son K., 2008. "A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses," Journal of Retailing, Elsevier, vol. 84(3), pages 243-255.
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    Cited by:

    1. Mortimer, Gary & Fazal-e-Hasan, Syed Muhammad & Strebel, Judi, 2021. "Examining the consequences of customer-oriented deviance in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    2. van Esch, Patrick & Arli, Denni & Gheshlaghi, Mahnaz Haji, 2020. "Creating an effective self-managed service climate for frontline service employees," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).

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