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An investigation into the antecedents of frontline service employee guardianship behaviours

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Potdar, B ORCID: 0000-0002-1541-4543, Garry, T, Gnoth, J and Guthrie, J 2021 , 'An investigation into the antecedents of frontline service employee guardianship behaviours' , Journal of Service Theory and Practice, vol. 31, no. 3 , pp. 450-467 , doi: 10.1108/JSTP-06-2020-0124.

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Abstract

Purpose: This study aims to provide empirically generated insights into the drivers of guardianship behaviour among frontline service employees (FLEs) within retail settings.Design/Methodology/Approach: The research framework comprises a quantitative survey of 507 frontline service employees at national supermarkets within New Zealand.Findings: The findings of the survey suggest service employee perceptions of internal Corporate Social Responsibility (CSR) activities, their level of psychological ownership towards the supermarket,and personal moral beliefs, shape their guardianship behaviours, and consequentially the prevention of instore deviant behaviours by customers such as shoplifting.Originality: The contribution of this paper is twofold. First, it offers both a conceptual foundation and an empirical-based evaluation of the antecedents and role of guardianship behaviour among frontline service employees. Second, the conceptual model derived from this research may aid practitioners in developing strategies that engender guardianship behaviours in their employees within service contexts.

Item Type: Article
Authors/Creators:Potdar, B and Garry, T and Gnoth, J and Guthrie, J
Keywords: CSR, employee engagement, psychological ownership, moral beliefs, shoplifting prevention, soft surveillance measures
Journal or Publication Title: Journal of Service Theory and Practice
Publisher: Emerald Publishing Limited
ISSN: 2055-6225
DOI / ID Number: 10.1108/JSTP-06-2020-0124
Copyright Information:

© Emerald Publishing Limited

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