標題: Better to be flexible than to have flunked The mediating role of service flexibility and its determinants for team performance
作者: Lin, Chieh-Peng
Joe, Sheng-Wuu
Chen, Shih-Chih
Wang, Huei-Jyuan
交大名義發表
經營管理研究所
National Chiao Tung University
Institute of Business and Management
關鍵字: Behaviour;Teams
公開日期: 2015
摘要: Purpose - High team performance helps achieve several organizational benefits, such as strengthened competitive advantages, enhanced productivity, and higher profits and market share. For these reasons, the purpose of this paper is to propose a model based on the framework of proactive motivation and the theory of collectivism to analyze the formation of service flexibility and team performance. Design/methodology/approach - To test the hypotheses, this study conducts a survey of service staff in teams from high-tech firms in a well-known industrial zone in Northern Taiwan. These teams provide service for their industrial customers. From the survey, this study confirms the full mediating mechanism of service flexibility among the teams. Findings - The test results reveal that service flexibility fully mediates the relationship between team performance and its exogenous factors. Whereas collectivism negatively moderates the relationship between team efficacy and service flexibility, it does not moderate the relationship between service recovery and service flexibility. Furthermore, collectivism positively moderates the relationship between service flexibility and team performance. Originality/value - This study provides important findings that complement previous literature by examining three fresh antecedents for explaining how team performance is motivated by the mediating role of service flexibility and how some of the study\'s model paths are moderated by collectivism. The mediating role of service flexibility indicates that managers can apply service flexibility as a firewall that calibrates a team\'s input and output. Managers should encourage the application of agile solutions and advanced technology for facilitating team flexibility, consequently improving team performance.
URI: http://dx.doi.org/10.1108/JOSM-08-2014-0201
http://hdl.handle.net/11536/133394
ISSN: 1757-5818
DOI: 10.1108/JOSM-08-2014-0201
期刊: JOURNAL OF SERVICE MANAGEMENT
Volume: 26
Issue: 5
起始頁: 823
結束頁: 843
Appears in Collections:Articles