Advanced Search

Journal Navigation

Journal Home

Subscriptions

Archive

Contact Us

Table of Contents

CiteULike is a free service for managing and discovering scholarly references - click here to get started.

Sign In to gain access to subscriptions and/or personal tools.
Journal of the Academy of Marketing Science
This Article
Right arrow Full Text (PDF)
Right arrow References
Right arrow Alert me when this article is cited
Right arrow Alert me if a correction is posted
Right arrow Citation Map
Services
Right arrow Email this article to a friend
Right arrow Similar articles in this journal
Right arrow Add to Saved Citations
Right arrow Download to citation manager
Right arrow Add to My Marked Citations
Citing Articles
Right arrow Citing Articles via HighWire
Right arrow Citing Articles via Google Scholar
Google Scholar
Right arrow Articles by Deeter-Schmelz, D. R.
Right arrow Articles by P. Ramsey, R.
Right arrow Search for Related Content
Social Bookmarking
Add to CiteULike   Add to Complore   Add to Connotea   Add to Del.icio.us   Add to Digg   Add to Reddit   Add to Technorati   Add to Twitter  
What's this?

An Investigation of Team Information Processing in Service Teams: Exploring the Link between Teams and Customers

Dawn R. Deeter-Schmelz

Ohio University, deeter-s{at}ohio.edu

Rosemary P. Ramsey

Wright State University, rosemary.ramsey{at}wright.edu

In an effort to satisfy the needs of increasingly knowledgeable and demanding customers, many organizations are implementing teams in customer contact positions. Unfortunately, stifled information flows and poor communication often impede their effectiveness. To help managers build more effective teams, the authors develop and test a model of team information processing that includes both antecedents (information acquisition, team norms, team size, and team longevity) and outcomes (customer satisfaction with service).Data collected from 61 health care teams, as well as from 1,598 patients served by these teams, are used to investigate the hypothesized relationships between variables. Partial support for the model is provided. Based on these findings, implications for researchers and practitioners are offered.

Key Words: service teams • team information processing • team norms • customer satisfaction

Journal of the Academy of Marketing Science, Vol. 31, No. 4, 409-424 (2003)
DOI: 10.1177/0092070303255382
Add to CiteULike CiteULike   Add to Complore Complore   Add to Connotea Connotea   Add to Del.icio.us Del.icio.us   Add to Digg Digg   Add to Reddit Reddit   Add to Technorati Technorati   Add to Twitter Twitter    What's this?


This article has been cited by other articles:


Home page
 Journal of the Academy of Marketing ScienceHome page
A. de Jong, K. de Ruyter, and M. Wetzels
Linking Employee Confidence to Performance: A Study of Self-Managing Service Teams
Journal of the Academy of Marketing Science, October 1, 2006; 34(4): 576 - 587.
[Abstract] [PDF]

Home page
 Journal of the Academy of Marketing ScienceHome page
R. M. Stock
Interorganizational Teams as Boundary Spanners Between Supplier and Customer Companies
Journal of the Academy of Marketing Science, October 1, 2006; 34(4): 588 - 599.
[Abstract] [PDF]