Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams
نویسندگان
چکیده
منابع مشابه
Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams
In this article, the authors examine antecedents and consequences of the service climate in boundary-spanning self-managing teams (SMTs) that deliver financial services. Using data from members of 61 SMTs and their customers, the authors show a differential impact of the SMT service climate on various marketing performance measures. Furthermore, they obtain support for independent group-level e...
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ژورنال
عنوان ژورنال: Journal of Marketing
سال: 2004
ISSN: 0022-2429,1547-7185
DOI: 10.1509/jmkg.68.2.18.27790