Linking employee confidence to performance: A study of self-managing service teams

  title={Linking employee confidence to performance: A study of self-managing service teams},
  author={Ad de Jong and Ko de Ruyter and Martin Wetzels},
  journal={Journal of the Academy of Marketing Science},
The increasing implementation of self-managing teams (SMTs) in service delivery suggests the importance of developing confidence beliefs about a team’s collective competence. This research examined causality in the linkage between employee confidence beliefs and performance for boundary-spanning SMTs delivering financial services. The authors distinguish between task-specific (i.e., team efficacy) and generalized (i.e., group potency) employee confidence, as well as between customer-based (i.e… 
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