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Creating an effective self-managed service climate for frontline service employees
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Abstract
We propose a framework for creating an effective self-managed service climate for frontline service employees with four antecedents - work facilitation, dedication, creativity and variety. Specifically, we examine the role of employee empowerment to mediate the relationship between the proposed antecedents when creating a self-managed service climate. Structural equation modelling was used to examine the anticipated relationships, the research design was cross-sectional. 533 adults, employed in services industries, participated in the study. The antecedents were found to have significant positive direct effects and employee empowerment was found to have a significant partial mediating effect on the four antecedents for creating an effective self-managed service climate. Theoretical and practical implications and future research directions are discussed.
Item Type: | Article |
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Authors/Creators: | van Esch, P and Arli, D and Gheshlaghi, MH |
Keywords: | self-managed service climate, frontline service employees, work facilitation, dedication, creativity, variety, employee empowerment |
Journal or Publication Title: | Journal of Retailing and Consumer Services |
Publisher: | Elsevier Science Bv |
ISSN: | 0969-6989 |
DOI / ID Number: | https://doi.org/10.1016/j.jretconser.2020.102204 |
Copyright Information: | Copyright 2020 Elsevier |
Item Statistics: | View statistics for this item |
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