The perceived autonomy-perceived service climate relationship: The contingency effect of store-level tenure diversity

Seigyoung Auh, Bulent Menguc, Michelle Fisher, Abeer Haddad

Research output: Contribution to journalArticle

15 Scopus citations

Abstract

Although prior research has examined the relationship between perceived autonomy and perceived service climate, a dearth of studies exist that have explored the boundary conditions of the perceived autonomy-perceived service climate relationship. To this end, this study draws on self-determination theory and the job characteristics model to develop a multi-level model that examines the relationship between perceived autonomy and perceived service climate and how this relationship alters at varying levels of store-level tenure diversity. Based on matched data from service employees and customers from a national chain of retailers, the findings indicate that perceived autonomy is positively associated with employees perception of service climate. However, this relationship was qualified by a curvilinear (U-shaped) moderating effect of store-level tenure diversity. Perceived autonomy had a greater impact on perceived service climate at low and high levels compared to moderate levels of tenure diversity. Implications for advancing theory in service retailing are discussed along with strategic ramifications.

Original languageEnglish (US)
Pages (from-to)509-520
Number of pages12
JournalJournal of Retailing and Consumer Services
Volume18
Issue number6
DOIs
StatePublished - Nov 1 2011

Keywords

  • Customer satisfaction
  • Perceived autonomy
  • Perceived service climate
  • Tenure diversity

ASJC Scopus subject areas

  • Marketing

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