A cross-level investigation of positive events on employee service performance

Fangpei Luo; Mingjian Zhou; Jifan Ren

doi:10.1109/ICSSSM.2015.7170136

A cross-level investigation of positive events on employee service performance

Fangpei Luo
, Mingjian Zhou
, Jifan Ren

Harbin Institute of Technology Shenzhen

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

based on affective events theory, we proposed a cross-level model to explore the relationship between firm (macro level) positive events and employee (micro level) service performance. First, we hypothesize that firm (macro level) positive events are conducive to employee (micro level) service performance. Then we hypothesize that this positive cross level impact may be combined with middle-level factors, including team service climate and team service efficacy, such that positive relationship between positive events and employee service performance will be stronger when team service climate is high and team service efficacy is high.

Original language	English
Title of host publication	2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015
Publisher	Institute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)	9781479983285
DOIs	https://doi.org/10.1109/ICSSSM.2015.7170136
State	Published - 28 Jul 2015
Externally published	Yes
Event	12th International Conference on Service Systems and Service Management, ICSSSM 2015 - Guangzhou, China Duration: 22 Jun 2015 → 24 Jun 2015

Publication series

Name	2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015

Conference

Conference	12th International Conference on Service Systems and Service Management, ICSSSM 2015
Country/Territory	China
City	Guangzhou
Period	22/06/15 → 24/06/15

Keywords

employee service performance
positive events
team service climate
team service efficacy

Access to Document

10.1109/ICSSSM.2015.7170136

Cite this

Luo, F., Zhou, M., & Ren, J. (2015). A cross-level investigation of positive events on employee service performance. In 2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015 Article 7170136 (2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/ICSSSM.2015.7170136

Luo, Fangpei ; Zhou, Mingjian ; Ren, Jifan. / A cross-level investigation of positive events on employee service performance. 2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015. Institute of Electrical and Electronics Engineers Inc., 2015. (2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015).

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title = "A cross-level investigation of positive events on employee service performance",

abstract = "based on affective events theory, we proposed a cross-level model to explore the relationship between firm (macro level) positive events and employee (micro level) service performance. First, we hypothesize that firm (macro level) positive events are conducive to employee (micro level) service performance. Then we hypothesize that this positive cross level impact may be combined with middle-level factors, including team service climate and team service efficacy, such that positive relationship between positive events and employee service performance will be stronger when team service climate is high and team service efficacy is high.",

keywords = "employee service performance, positive events, team service climate, team service efficacy",

author = "Fangpei Luo and Mingjian Zhou and Jifan Ren",

note = "Publisher Copyright: {\textcopyright} 2015 IEEE.; 12th International Conference on Service Systems and Service Management, ICSSSM 2015 ; Conference date: 22-06-2015 Through 24-06-2015",

year = "2015",

month = jul,

day = "28",

doi = "10.1109/ICSSSM.2015.7170136",

language = "英语",

series = "2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015",

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}

Luo, F, Zhou, M & Ren, J 2015, A cross-level investigation of positive events on employee service performance. in 2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015., 7170136, 2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015, Institute of Electrical and Electronics Engineers Inc., 12th International Conference on Service Systems and Service Management, ICSSSM 2015, Guangzhou, China, 22/06/15. https://doi.org/10.1109/ICSSSM.2015.7170136

A cross-level investigation of positive events on employee service performance. / Luo, Fangpei; Zhou, Mingjian ; Ren, Jifan.
2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015. Institute of Electrical and Electronics Engineers Inc., 2015. 7170136 (2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AU - Luo, Fangpei

AU - Zhou, Mingjian

AU - Ren, Jifan

PY - 2015/7/28

Y1 - 2015/7/28

N2 - based on affective events theory, we proposed a cross-level model to explore the relationship between firm (macro level) positive events and employee (micro level) service performance. First, we hypothesize that firm (macro level) positive events are conducive to employee (micro level) service performance. Then we hypothesize that this positive cross level impact may be combined with middle-level factors, including team service climate and team service efficacy, such that positive relationship between positive events and employee service performance will be stronger when team service climate is high and team service efficacy is high.

AB - based on affective events theory, we proposed a cross-level model to explore the relationship between firm (macro level) positive events and employee (micro level) service performance. First, we hypothesize that firm (macro level) positive events are conducive to employee (micro level) service performance. Then we hypothesize that this positive cross level impact may be combined with middle-level factors, including team service climate and team service efficacy, such that positive relationship between positive events and employee service performance will be stronger when team service climate is high and team service efficacy is high.

KW - employee service performance

KW - positive events

KW - team service climate

KW - team service efficacy

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DO - 10.1109/ICSSSM.2015.7170136

M3 - 会议稿件

AN - SCOPUS:84948131667

T3 - 2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015

BT - 2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015

PB - Institute of Electrical and Electronics Engineers Inc.

T2 - 12th International Conference on Service Systems and Service Management, ICSSSM 2015

Y2 - 22 June 2015 through 24 June 2015

ER -

Luo F, Zhou M , Ren J. A cross-level investigation of positive events on employee service performance. In 2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015. Institute of Electrical and Electronics Engineers Inc. 2015. 7170136. (2015 12th International Conference on Service Systems and Service Management, ICSSSM 2015). doi: 10.1109/ICSSSM.2015.7170136

A cross-level investigation of positive events on employee service performance

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