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 Service Research
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 Alert me to new issues of the journal
Right arrow Add to Saved Citations
Right arrow Download to citation manager
Right arrowRequest Permissions
Right arrow Request Reprints
Right arrow Add to My Marked Citations
Citing Articles
Right arrow Citing Articles via HighWire
Right arrow Citing Articles via Google Scholar
Right arrow Citing Articles via Scopus
Google Scholar
Right arrow Articles by Emery, C. R.
Right arrow Articles by Fredendall, L. D.
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?

The Effect of Teams on Firm Profitability and Customer Satisfaction

Charles R. Emery

Karnell Learning Center

Lawrence D. Fredendall

Clemson University

This article examined whether the use self-directed work teams increased profit and customer satisfaction. It also examined whether leadership styles and the compensation system moderated how teams affected performance. All the firms involved in this study were automobile dealer service garages. Service garages using teams had significantly higher profits than service garages that did not use teams. The differences in customer satisfaction levels between service garages using teams and those not using teams were significant at the .10 level.

Journal of Service Research, Vol. 4, No. 3, 217-229 (2002)
DOI: 10.1177/1094670502004003005
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]