... as the exercise of positive job discretion (Bell and Menguc, 2002 ; Sergeant and Frenkel, 2000), which in turn can affect customers' perceptions of service quality (Yoon and Suh, 2003). Karen Norman Kennedy can be contacted at: knk@uab.edu © Emerald Group Publishing Limited 2009 Team working...

... 2003 Patient care Pay structures Team working Health services Quality improvement Hence, we investigate the influence of three potential antecedents controllable by the firm (team training, pay equity, and acceptance of teamwork), and two performance outcomes critical...