Browsing by Subject "Job demands-resources model"
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The role of climate: implications for service employee engagement and customer service performance Authors:
Publisher and Date:(Springer, 2017)This research attempts to challenge the resource-engagement and engagement-performance linkage of the job demands-resources model by testing these links under the moderating role of two climates: performance-focused and service failure recovery. Two studies test a model on the boundary conditions of the linkages across four service industries. The results suggest that whether a resource (i.e. self-efficacy and job autonomy) positively or negatively affects engagement depends on whether (1) a climate ...