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Linking employee perceptions of collective efficacy in self-managing service teams with customer-perceived service quality: A psychometric assessment

Jong, Ad de; Wetzels, Martin; Ruyter, Ko de - In: International journal of service industry management : IJSIM 19 (2008) 3-4, pp. 353-378

Persistent link: https://www.econbiz.de/10008100331

Fields of Gold: Perceived Efficacy in Virtual Teams of Field Service Employees

Schepers, Jeroen; Jong, Ad de; Ruyter, Ko de; Wetzels, … - In: Journal of service research : JSR 14 (2011) 3, pp. 372-390

Persistent link: https://www.econbiz.de/10009328890

Service Climate in Self-Managing Teams : Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business-to-Business Setting

Jong, Ad de; Deruyter, Ko; Lemmink, Jos - 2006

Drawing from the organizational behaviour and services marketing literature, we develop a conceptual model of self-managing team (SMT) service climate, taking into account characteristics of the organizational context, the SMT, and the individual employee. In order to assess the impact of SMT...

Persistent link: https://www.econbiz.de/10014060608

Service Climate in Self-Managing Teams: Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business-to-Business Setting

Jong, Ad de; Ruyter, Ko de; Lemmink, Jos - In: Journal of Management Studies 42 (2005) 8, pp. 1593-1620

Persistent link: https://www.econbiz.de/10004971976

Antecedents and Consequences of Group Potency: A Study of Self-Managing Service Teams

Jong, Ad de; Ruyter, Ko de; Wetzels, Martin - In: Management Science 51 (2005) 11, pp. 1610-1625

This paper proposes and tests a model of antecedents and consequences of group potency in self-managing teams in retail banking. Based on data collected from boundary-spanning service employees organized in 60 teams and their customers, our findings reveal a significant positive impact of group...

Persistent link: https://www.econbiz.de/10009191435

Entrepreneurial marketing : how to develop customer demand

Nijssen, E. J. - 2022 - Third edition.

Using marketing to create a new business with radically new ideas -- Identifying an application and market -- Identifying the market: segmentation and positioning to maximise the value of the product application -- Adoption, diffusion, and understanding lead customers -- Important competitive...