Article Review: Self-Managing Service Teams

Paper Summary:

This paper explains that De Jong, de Ruyter and Wetzels (2006), in their research article 'Linking Employee Confidence To Performance: A Study Of Self-Managing Service Teams', review the specific variables, which can impact the overall performance of self-managed teams (SMTs). The paper points out that De Jong and coworkers argue that what occurs at the individual level clearly has repercussions for how the team operates and how effective they are at performing their job. By providing a direct link between team performance and clear quantitative measures, this research codifies the importance of internal team development in improving outcomes for the organization. The paper relates that, while the focus of this research is not the internal dynamics that lead to team efficacy, there is strong support for these identified quantitative factors, which are needed to create team efficacy and improve organizational outcomes.

Table of Contents:
Author's Main Point
Conducting Research
Personal Experience
Comparison of Ideas

From the Paper:

"The results provided in the investigation suggest that team efficacy had a positive impact on both customer perceived service quality and financial performance of the team. In short, team efficacy was important for bolstering customer satisfaction and the overall performance of the team. Placing these results in the context of personal experience, it seems reasonable to argue that I have experienced this in practice. As a member of a cross-functional team, I have found that that ability of individual members to effectively contribute to the team is essential to how it performs."

Sample of Sources Used:

• De Jong, A., de Ruyter, K., & Wetzels, M. (2006). Linking employee confidence to performance: A study of self-managing service teams. Academy of Marketing Science Journal, 34(4), 576-587.
• LaFasto, F., & Larson, C. (2001). When Teams Work Best. Thousand Oaks, CA: Sage Publications.
• Lencioni, P. (2002). The Five Dysfunctions of a Team. San Francisco, CA: Jossey-Bass.

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