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Effects of individual resources and team-member exchange on service quality
Authors:Unji Baek  Hossein Olya
Affiliation:1. College of Hospitality and Tourism Management and Tourism Industry Data Analytics Lab (TIDAL), Sejong University, Gwangjin-gu, Republic of Korea;2. Oxford School of Hospitality Management, Oxford Brookes Business School, Oxford Brookes University, Oxford, United Kingdom of Great Britain and Northern Ireland
Abstract:While workplace resources are generally viewed as positively affecting performance, some studies indicate that not all resources increase performance. This study addresses the controversial disparate effects of workplace resources on performance by exploring functionally classified workplace resources in self-managing service teams and their relative impacts on team service quality. Considering membership dynamics and consequences between members, a field experiment was conducted in a cafeteria, with data collected through a working diary for workplace resources and a customer survey to evaluate service quality. Results suggest that efficacy-resources in self-managing teams should be controlled with caution as they may adversely affect team service quality. Supporting the person–situation interactionism perspective, workplace resources interact dynamically with individual employees and with situations. Esteem-resources were found to increase team service quality, while team-member exchange not only improved team service quality but also moderated the impact of esteem-resources on team service quality.
Keywords:Team-member exchange (TMX)  self-managing service team  team service quality  field experiment
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