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Creating an effective self-managed service climate for frontline service employees

van Esch, P, Arli, D and Gheshlaghi, MH 2020 , 'Creating an effective self-managed service climate for frontline service employees' , Journal of Retailing and Consumer Services, vol. 57 , pp. 1-10 , doi: 10.1016/j.jretconser.2020.102204.

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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
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: 10.1016/j.jretconser.2020.102204
Copyright Information:

Copyright 2020 Elsevier

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