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<p>With the advent of the digital economy and the post-epidemic era, China’s retail enterprises face significant crises and challenges. Enhancing both the in-role and extra-role service performance of sales staff in physical stores is crucial for preserving competitive advantages and sustainable development of retail enterprises. Based on Conservation of Resources theory, this study proposes a moderated mediation model that elucidates how the perceived service climate impacts employee in-role and extra-role service performance through work engagement, as well as the moderating effect of perceived overqualification. Data were collected from 598 physical store sales staff and 117 direct supervisors across 19 retail enterprises using a multi-wave, multi-source survey. Hierarchical regression analysis confirmed our hypotheses, demonstrating that perceived service climate enhances employee in-role and extra-role service performance via the partial mediating effect of work engagement. Moreover, perceived overqualification positively moderates not only the link between perceived service climate and work engagement but also the mediating effects of work engagement between perceived service climate and in-role and extra-role service performance, separately. The theoretical and practical implications of these findings are discussed in detail.</p>

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Perceived service climate and in-role and extra-role service performance: a moderated mediation model of work engagement and perceived overqualification

  • 期刊论文

  • 发表日期：

    2025年1月13日

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  • Dongmei Jin,
  • Xinyu Yao,
  • Beini Liu,
  • Shimin Wang,
  • Zhiyi Wen

摘要

With the advent of the digital economy and the post-epidemic era, China’s retail enterprises face significant crises and challenges. Enhancing both the in-role and extra-role service performance of sales staff in physical stores is crucial for preserving competitive advantages and sustainable development of retail enterprises. Based on Conservation of Resources theory, this study proposes a moderated mediation model that elucidates how the perceived service climate impacts employee in-role and extra-role service performance through work engagement, as well as the moderating effect of perceived overqualification. Data were collected from 598 physical store sales staff and 117 direct supervisors across 19 retail enterprises using a multi-wave, multi-source survey. Hierarchical regression analysis confirmed our hypotheses, demonstrating that perceived service climate enhances employee in-role and extra-role service performance via the partial mediating effect of work engagement. Moreover, perceived overqualification positively moderates not only the link between perceived service climate and work engagement but also the mediating effects of work engagement between perceived service climate and in-role and extra-role service performance, separately. The theoretical and practical implications of these findings are discussed in detail.