English, Article, Journal or magazine article edition: Performance Implications of In-role and Extra-role Behavior of Frontline Service Employees D. VANDAELE; P. GEMMEL

User activity

Share to:
 
Bookmark: http://trove.nla.gov.au/version/14910
Physical Description
  • preprint
Language
  • English

Edition details

Title
  • Performance Implications of In-role and Extra-role Behavior of Frontline Service Employees
Author
  • D. VANDAELE
  • P. GEMMEL
Physical Description
  • preprint
Notes
  • Despite the growing body of literature on different employee behaviors such as organizational citizenship behavior or boundary spanning behavior, few research studies have investigated the impact of both in-role and extra-role behavior on performance outcomes, especially in business services settings. In this study we investigate how in-role behavior, extra-role behavior, and their interrelation influences employee performed productivity and quality in business security services. Data from 1,174 frontline service employees is analyzed using structural equation modeling. The results indicate that performance quality is directly influenced by in-role employee behavior oriented towards customers, while performance productivity is influenced by both in-role and extra-role employee behavior oriented towards employees and customers. Opportunities for future research and managerial implications of the results are discussed.
  • RePEc:rug:rugwps:06/​411
Language
  • English
Contributed by
OAIster

Get this edition

Other links

  • Set up My libraries

    How do I set up "My libraries"?

    In order to set up a list of libraries that you have access to, you must first login or sign up. Then set up a personal list of libraries from your profile page by clicking on your user name at the top right of any screen.

  • All (1)
  • Unknown (1)
None of your libraries hold this item.
None of your libraries hold this item.
None of your libraries hold this item.
None of your libraries hold this item.
None of your libraries hold this item.
None of your libraries hold this item.
None of your libraries hold this item.
None of your libraries hold this item.

User activity


e.g. test cricket, Perth (WA), "Parkes, Henry"

Separate different tags with a comma. To include a comma in your tag, surround the tag with double quotes.

Be the first to add a tag for this edition

Be the first to add this to a list

Comments and reviews

What are comments? Add a comment

No user comments or reviews for this version

Add a comment