With the shift to a service economy (Cascio, 1995), customer service effectiveness is a critical measure of success for service firms. In service relationships, where a single employee may be the only point of contact for customers, monitoring service effectiveness becomes incumbent upon the...

Self-determination theory (SDT) posits the existence of distinct types of motivation (i.e., external, introjected, identified, integrated, and intrinsic). Research on these different types of motivation has typically adopted a variable-centered approach that seeks to understand how each...

Based on the work of Van Dyne, Ang, and Botero (2003), the concept of voice, generally defined as speaking up, was expanded to include three types of voice behaviors: prosocial, acquiescent, and defensive. Prosocial voice is a fundamentally positive form of voice, whereas acquiescent and...

We theorized and tested the mechanisms by which leader-member exchange (LMX) quality is associated with job performance. The results obtained using 212 employee-supervisor pairs from eight Chinese companies indicated that LMX quality had an indirect and positive relationship with taking charge...