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Proactive Customer Service Performance: Test of a Team-Level Model

Aryee, S, Seidu, EYM, Sacramento, CA and Martinaityte, I (2015) Proactive Customer Service Performance: Test of a Team-Level Model In: Annual Meeting of the Academy of Management, 2014, 2014-08-01 - 2014-08-05, Philadelphia, USA.

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Grounded in a control-based perspective, we proposed and tested a team-based model of the processes through which team empowering leadership influences aggregated proactive customer service performance. Data were obtained from teams of frontline employees and their supervisors of a retail bank in an emerging economy. Results of a second stage moderation test (Edwards and Lambert, 2000) revealed that team empowering leadership positively relates to collective psychological ownership which, in turn, mediates the team empowering leadership-aggregated proactive customer service performance relationship. The results further revealed that collective psychological ownership only relates to aggregated proactive customer service performance when empowerment climate is low but not high. We interpret this finding as suggesting a compensatory role for empowerment climate in the collective psychological ownership-aggregated proactive customer service performance relationship.

Item Type: Conference or Workshop Item (Conference Paper)
Subjects : Management
Divisions : Surrey research (other units)
Authors :
Seidu, EYM
Sacramento, CA
Martinaityte, I
Date : January 2015
DOI : 10.5465/AMBPP.2015.11002abstract
Copyright Disclaimer : Copyright © 2014 Academy of Management. Copyright of Academy of Management Journal is the property of Academy of Management and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder’s express written permission. However, users may print, download, or email articles for individual use.
Contributors :
publisherAcademy of Management,
Uncontrolled Keywords : Empowering leadership, Proactive customer service performance, Psychological ownership
Depositing User : Symplectic Elements
Date Deposited : 16 May 2017 15:38
Last Modified : 23 Jan 2020 15:09

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