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

Abstract

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.

Full text

Current Psychology (2025) 44:1874–1895
https://doi.org/10.1007/s12144-024-07237-1
and building sustainable competitive advantages (Dey et al.,
2022). Within this context, physical retail outlets must capi-
talize on the unique strengths of in-person sales and focus
on elevating service quality to meet the evolving demands
of modern consumers (Wu et al., 2019). The behaviors and
performance of frontline service employees in these set-
tings play a pivotal role in shaping customer perceptions
of service quality and overall satisfaction (Alhelalat et al.,
2017). Consequently, enhancing the service performance
of sales sta—who contribute signicant customer value
through direct service interactions (Asante et al., 2022)—
has become a key management priority. In today’s dynamic
market environment, it is essential for organizations to
ensure that sales sta not only fulll their primary duties
with high quality and eciency but also engage in proactive
behaviors beyond their formal roles (Orlowski et al., 2021).
Thus, a balanced focus on both in-role and extra-role ser-
vice performance is critical to fostering the organization’s
sustainable growth and development (Zhang et al., 2011).
Introduction
In the era of the digital economy and post-pandemic recov-
ery, China’s retail industry faces heightened competition
both online and oine, creating a more uncertain business
environment (Pinto et al., 2023). To address these chal-
lenges, Chinese retail enterprises are actively pursuing
transformative strategies, such as prioritizing service qual-
ity, enhancing the integration of physical and online stores,
Beini Liu
liubeini@btbu.edu.cn
1 Business School, Beijing Technology and Business
University, 11 Fuchenglu, Haidian District, Beijing
100048, PR China
2 Personnel Testing Authorities, Ministry of Human Resources
and Social Security of the PRC, Building 6 Hepingli District
3, Dongcheng District, Beijing 100716, PR China
Abstract
With the advent of the digital economy and the post-epidemic era, China’s retail enterprises face signicant crises and
challenges. Enhancing both the in-role and extra-role service performance of sales sta 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 eect of per-
ceived overqualication. Data were collected from 598 physical store sales sta and 117 direct supervisors across 19 retail
enterprises using a multi-wave, multi-source survey. Hierarchical regression analysis conrmed our hypotheses, demon-
strating that perceived service climate enhances employee in-role and extra-role service performance via the partial medi-
ating eect of work engagement. Moreover, perceived overqualication positively moderates not only the link between
perceived service climate and work engagement but also the mediating eects of work engagement between perceived
service climate and in-role and extra-role service performance, separately. The theoretical and practical implications of
these ndings are discussed in detail.
Keywords Perceived service climate · In-role service performance · Extra-role service performance · Work
engagement · Perceived overqualication
Accepted: 20 December 2024 / Published online: 13 January 2025
© The Author(s), under exclusive licence to Springer Science+Business Media, LLC, part of Springer Nature 2025
Perceived service climate and in-role and extra-role service
performance: a moderated mediation model of work engagement and
perceived overqualication
DongmeiJin1· XinyuYao1· BeiniLiu1· ShiminWang1· ZhiyiWen2
1 3
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