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

Patrick van Esch, Denni Arli, Mahnaz Haji Gheshlaghi

Research output: Contribution to journalArticlepeer-review

4 Scopus citations

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.

Original languageEnglish (US)
Article number102204
JournalJournal of Retailing and Consumer Services
Volume57
DOIs
StatePublished - Nov 2020

Keywords

  • Creativity
  • Dedication
  • Employee empowerment.
  • Frontline service employees
  • Self-managed service climate
  • Variety
  • Work facilitation

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