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

Patrick van Esch, Denni Arli and Mahnaz Haji Gheshlaghi

Journal of Retailing and Consumer Services, 2020, vol. 57, issue C

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.

Keywords: Self-managed service climate; Frontline service employees; Work facilitation; Dedication; Creativity; Variety; Employee empowerment. (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (8)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:57:y:2020:i:c:s0969698919312809

DOI: 10.1016/j.jretconser.2020.102204

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