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

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.

摘要

人们普遍认为工作场所资源对绩效有积极的影响，但一些研究表明并非所有的资源都能够提升绩效。本论文通过探究在自我管理服务团队中依照职务功能分类的工作场所资源及它们对团队服务质量的相对影响，讨论了某些工作场所资源对绩效的影响中存有争论的部分。本研究采用现场实验的方法，在一家自助餐厅进行，实验设计考虑了成员之间的动态流动和相互影响可能产生的结果，并选择了有关工作环境资源的工作日志以及客户服务质量调查作为研究数据。研究结果表明，自我管理服务团队中，与效能有关的资源应得到谨慎地控制，因为它可能对团队服务质量产生消极影响。工作场所资源能够动态地与员工个人及情境产生相互作用，这支持了人境互动论的观点。研究中还发现，与尊重有关的资源有助于提升团队服务质量, 并且，团队成员交换(TMX) 不仅能提高团队服务质量，在与尊重有关的资源和团队服务质量的影响关系中还起到了调节作用。

KEYWORDS:

• Team-member exchange (TMX)
• self-managing service team
• team service quality
• field experiment

关键词:

• 团队成员交换(TMX)
• 自我管理服务团队
• 团队服务质量
• 现场实验

Disclosure statement

No potential conflict of interest was reported by the authors.

ORCID

Hossein Olya http://orcid.org/0000-0002-0360-0744

Additional information

Funding

This work was supported by the Ministry of Education of the Republic of Korea and the National Research Foundation of Korea [NRF–2015S1A5A8015260].