A store-level analysis of frontline employees as enhancers of store loyalty

Theuns Kotzé () and Pierre Mostert ()
Additional contact information
Theuns Kotzé: University of Pretoria
Pierre Mostert: University of Pretoria

Service Business, 2025, vol. 19, issue 3, No 1, 31 pages

Abstract: Abstract This study examined the relationships between frontline employees’ (FLEs’) shared perceptions of service-oriented high-performance work systems (SO-HPWSs), work engagement, and service climate. It also investigated how these shared perceptions related to store managers’ assessments of FLEs’ collective in-role and extra-role service performance, customer satisfaction, and store loyalty in the same retail chain. Data were collected from 781 FLEs, 70 store managers, and 803 customers from 70 stores in the same retail chain. Findings showed that SO-HPWSs predict work engagement and service climate; work engagement predicts service climate; and service climate predicts in-role and extra-role service performance and customer satisfaction.

Keywords: Frontline employees (FLEs); Service-oriented high-performance work systems (SO-HPWSs); Work engagement; Service climate; In-role and extra-role service performance; Customer satisfaction; Store loyalty (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
http://link.springer.com/10.1007/s11628-025-00589-z Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:svcbiz:v:19:y:2025:i:3:d:10.1007_s11628-025-00589-z

Ordering information: This journal article can be ordered from
http://www.springer.com/business/journal/11628

DOI: 10.1007/s11628-025-00589-z

Access Statistics for this article

Service Business is currently edited by S.M. Lee and J. Millet Roig

More articles in Service Business from Springer, Pan-Pacific Business Association
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().