Antecedents of retail employees' service performance : a store-level exploration of a climate-centric versus an engagement-centric approach
Year of publication: |
2023
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Authors: | Kotzé, Theuns ; Mostert, Pierre |
Published in: |
Services marketing quarterly. - Philadelphia, PA : Routledge, Taylor & Francis Group, ISSN 1533-2977, ZDB-ID 2113057-7. - Vol. 44.2023, 2/3, p. 142-166
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Subject: | In-role and extra-role service performance | retailing | service climate | service-oriented high-performance work systems | work engagement | Einzelhandel | Retail trade | Dienstleistungsqualität | Service quality | Leistungsmotivation | Work motivation | Personalmanagement | Human Resource Management | Performance-Messung | Performance measurement | Arbeitsleistung | Job performance | Arbeitsverhalten | Work behaviour |
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