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

Sei Auh, Bulent Menguc, Michelle Fisher, Abeer Haddad

    Research output: Contribution to journalArticle

    11 Citations (Scopus)

    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 2011

    Fingerprint

    Autonomy
    Service climate
    Contingency
    Tenure
    Moderating effect
    Boundary conditions
    Retailers
    Job characteristics model
    Service employees
    Employee perceptions
    Self-determination theory
    Retailing
    Multilevel models

    Keywords

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

    ASJC Scopus subject areas

    • Marketing

    Cite this

    The perceived autonomy-perceived service climate relationship : The contingency effect of store-level tenure diversity. / Auh, Sei; Menguc, Bulent; Fisher, Michelle; Haddad, Abeer.

    In: Journal of Retailing and Consumer Services, Vol. 18, No. 6, 11.2011, p. 509-520.

    Research output: Contribution to journalArticle

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