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Effects of individual resources and team-member exchange on service quality

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  • Unji Baek
  • Hossein Olya
  • Seul Ki Lee

Abstract

While workplace resources are generally viewed as positively affecting performance, some studies indicate that not all resources increase performance. This study addresses the controversial disparate effects of workplace resources on performance by exploring functionally classified workplace resources in self-managing service teams and their relative impacts on team service quality. Considering membership dynamics and consequences between members, a field experiment was conducted in a cafeteria, with data collected through a working diary for workplace resources and a customer survey to evaluate service quality. Results suggest that efficacy-resources in self-managing teams should be controlled with caution as they may adversely affect team service quality. Supporting the person–situation interactionism perspective, workplace resources interact dynamically with individual employees and with situations. Esteem-resources were found to increase team service quality, while team-member exchange not only improved team service quality but also moderated the impact of esteem-resources on team service quality.

Suggested Citation

  • Unji Baek & Hossein Olya & Seul Ki Lee, 2018. "Effects of individual resources and team-member exchange on service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 38(9-10), pages 584-606, July.
    • Handle: RePEc:taf:servic:v:38:y:2018:i:9-10:p:584-606
    DOI: 10.1080/02642069.2018.1426751
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    Cited by:

    1. Waseem Bahadur & Ahsan Ali, 2023. "Linking leader humility with service performance: the role of service climate and customer mistreatment," Asian Business & Management, Palgrave Macmillan, vol. 22(2), pages 621-642, April.
    2. Youngsam Cho & Yongduk Choi, 2021. "When and How Does Sustainable HRM Improve Customer Orientation of Frontline Employees? Satisfaction, Empowerment, and Communication," Sustainability, MDPI, vol. 13(7), pages 1-14, March.

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