LINKING CAPACITIES OF HIGH-QUALITY RELATIONSHIPS TO TEAM LEARNING AND PERFORMANCE IN SERVICE ORGANIZATIONS

This study examines the impact of intrateam and external high-quality relationships (HQRs) on learning processes and performance. Data collected from 178 teams in the service sector indicate that (a) intrateam HQRs (i.e., between team members and between team members and their manager) are related to psychological safety, which in turn facilitates learning processes; (b) external HQRs are associated directly with team learning; and (c) team learning is positively associated with enhanced team performance. The findings highlight the importance of both internal and external HQRs to facilitate learning and enhance performance in service organizations. (C) 2011 Wiley Periodicals, Inc.