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- Vielfältigkeit/ Diversity; Dienstleistungsklima; Team-Mitgliederaustausch (TMX); Gruppenleistung von Teams; Categorization-Elaboration Model (CEM); Dynamische Fähigkeiten (DC) (1) (remove)
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Demographic Diversity in Sales Teams, Team Performance and the Moderating Role of Service Climate
(2015)
This dissertation reports on the impact of age, gender, and national diverse teams on team performance. In keeping with the categorization elaboration model (CEM), I propose service climate as a moderating mechanism between diversity and the quality of relations within team (TMX), which in turn functions as a mediating mechanism between age, gender and national diversity and team performance. I thereby draw on recent work on dynamic capabilities (DC) to explain the value of the human resource pool and their diversity to sustain a competitive advantage. Specifically, I argue that the aggregated knowledge, skills and abilities of individual employees, here the service climate, are important to a team and to the whole organization.
Using a sample of service providers, an analysis reveals that service climate moderates the relations between age diversity and the quality of the relations within teams; at high levels of service climate age diversity influences the relations within a team positively, while with low service climate age diversity diminishes the relations within a team. Further, I find support for the moderated mediation model, showing that the underlying mechanism for this shift also effects team performance. When service climate is high, age diversity increases the positive relations within a team, which in turn increases team performance. In contrast, when service climate is low, the decrease of positive relations within a team due to age diversity also influences team performance negatively. Gender and national diversity do not render significant results. The results are discussed and theoretical and managerial implications for human resource management are considered.