Antecedents and consequences of group potency: A study of self-managing service teams

摘要

By way of extending research on team confidence, to propose and test a model of antecedents and consequences of group potency in self-managing teams (SMTs) in retail banking. In the context of SMT, group potency reflects individual employee's beliefs about collective competency. Cumulative research across a variety of contexts suggests that group potency beliefs or team member confidence in their collective ability to perform exert a positive impact on team performance. The paper presents 19 hypotheses on the framework. Based on a net sample of 60 SMTs and their customers of a large bank in the Netherlands, the paper presents several results. The paper empirically reports a significant positive impact of group potency on customer perceived service quality and (contrary to what is postulated) a negative effect on service profitability.