TY - JOUR
T1 - The perceived autonomy-perceived service climate relationship
T2 - The contingency effect of store-level tenure diversity
AU - Auh, Seigyoung
AU - Menguc, Bulent
AU - Fisher, Michelle
AU - Haddad, Abeer
PY - 2011/11/1
Y1 - 2011/11/1
N2 - 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.
AB - 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.
KW - Customer satisfaction
KW - Perceived autonomy
KW - Perceived service climate
KW - Tenure diversity
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UR - http://www.scopus.com/inward/citedby.url?scp=80053271111&partnerID=8YFLogxK
U2 - 10.1016/j.jretconser.2011.07.001
DO - 10.1016/j.jretconser.2011.07.001
M3 - Article
AN - SCOPUS:80053271111
SN - 0969-6989
VL - 18
SP - 509
EP - 520
JO - Journal of Retailing and Consumer Services
JF - Journal of Retailing and Consumer Services
IS - 6
ER -