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Creating an effective self-managed service climate for frontline service employees
journal contribution
posted on 2023-05-21, 06:02 authored by van Esch, P, Denni ArliDenni Arli, Gheshlaghi, MHWe 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.
History
Publication title
Journal of Retailing and Consumer ServicesVolume
57Article number
102204Number
102204Pagination
1-10ISSN
0969-6989Department/School
TSBEPublisher
Elsevier Science BvPlace of publication
NetherlandsRights statement
Copyright 2020 ElsevierRepository Status
- Restricted