Jong, Ad de; Ruyter, Ko de; Wetzels, Martin - In: Management Science 51 (2005) 11, pp. 1610-1625
This paper proposes and tests a model of antecedents and consequences of group potency in self-managing teams in retail banking. Based on data collected from boundary-spanning service employees organized in 60 teams and their customers, our findings reveal a significant positive impact of group...