When can interaction orientation create more service value? The moderating role of frontline employees' trust in managers and employee deep acting

2021 ◽  
pp. 102841
Author(s):  
Defeng Yang ◽  
Xiaoyun Chen ◽  
Baolong Ma ◽  
Haiying Wei
Keyword(s):  
Frontline Employees ◽  
Deep Acting ◽  
Service Value ◽  
Moderating Role

The Role of Leader’s Humility in Facilitating Frontline Employees’ Deep Acting and Turnover: The Moderating Role of Perceived Customer-Oriented Climate

2018 ◽  
Vol 25 (3) ◽  
pp. 353-367 ◽  
Author(s):  
Jinyi Zhou ◽  
Yawen Li
Keyword(s):  
Emotional Labor ◽  
Service Industry ◽  
Mediating Effect ◽  
Archival Data ◽  
Frontline Employees ◽  
Deep Acting ◽  
Moderating Role ◽  
Strong Situation ◽  
Practical Implications

Many cultures recognize humility as an important human virtue. However, there is scant research on a possible relationship between leader’s humility and employees’ emotional labor. The current study, based on strong-situation hypothesis, posits that within the service industry, leader’s humility could determine and facilitate employee’ deep acting and turnover. Moreover, the mediating effect of deep acting is moderated by employees’ perceptions of the organization’s customer-oriented climate. The study is based on self-reported and archival data of 157 frontline employees at a hospital in China. The results generally support the hypotheses. The theoretical and practical implications of these results are also discussed.

scholarly journals Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style

2020 ◽  
Vol 77 ◽  
pp. 103997 ◽  
Author(s):  
Achilleas Boukis ◽  
Christos Koritos ◽  
Kate L. Daunt ◽  
Avraam Papastathopoulos
Keyword(s):  
Leadership Style ◽  
Frontline Employees ◽  
Supervisor Leadership ◽  
Moderating Role

Managerial coaching of frontline employees: The moderating role of gender

2018 ◽  
Vol 29 (3) ◽  
pp. 219-241 ◽  
Author(s):  
Claudio Pousa ◽  
David A. Richards ◽  
Carole Trépanier
Keyword(s):  
Frontline Employees ◽  
Managerial Coaching ◽  
Moderating Role

Employee proactivity, work engagement, job resources and service recovery performance: a study of structural linkages

2020 ◽  
Vol 3 (2) ◽  
pp. 153-168
Author(s):  
Adil Zahoor
Keyword(s):  
Work Engagement ◽  
Service Recovery ◽  
Proactive Personality ◽  
Job Resources ◽  
Frontline Employees ◽  
Content Type ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Moderating Role

PurposeThis study explores the driver influence of employee proactive personality on service recovery performance with work engagement as mediator. The moderating role of job resources (social support, supervisory coaching and performance feedback) is also examined in the proactivity-performance linkage to analyze the interaction effect of employee proactivity and job resources on recovery performance.Design/methodology/approachPrimary data pertaining to the constructs under investigation were collected using a structured questionnaire from 432 dyads of employees from four companies operating in the Indian retail banking sector. Each dyad comprised of one frontline employee and her peer (colleague). Responses to work engagement and job resources were self-reported by frontline staff, as peer ratings were solicited for frontline employees' proactivity and recovery performance.FindingsEmpirical findings suggest that frontline employees' proactive personality significantly ameliorates their work engagement which in turn exerts a positive driver effect on their service recovery performance. In the case of less proactive employees (those with a proactivity score of less than mean value), service recovery performance is boosted when they receive constant feedback on their recovery performance. The results, however, did not provide significant evidence with regard to the moderating role of social support and supervisory coaching.Originality/valueThis study is one of the maiden attempts to relate employee proactive personality with service recovery performance. Since the research relating personality with recovery performance is largely underexplored yet fundamentally important, this study expands the available literature by examining as to what type of employee is more likely to deliver superior service recovery performance with little organizational support.

Tourists’ Attitudes toward the Use of Artificially Intelligent (AI) Devices in Tourism Service Delivery: Moderating Role of Service Value Seeking

2020 ◽  
pp. 004728752097105
Author(s):  
Oscar Hengxuan Chi ◽  
Dogan Gursoy ◽  
Christina G. Chi
Keyword(s):  
Social Influence ◽  
Willingness To Accept ◽  
Service Value ◽  
Performance Expectancy ◽  
Effort Expectancy ◽  
Intelligent Devices ◽  
Tourism Service ◽  
Tourism Services ◽  
Moderating Role

This study examines tourists’ attitudes toward the use of artificially intelligent (AI) devices in either relatively more utilitarian or hedonic tourism services (airline and hospitality services, respectively). Findings suggest that tourists’ acceptance of the use of AI devices in both service contexts is influenced by social influence, hedonic motivation, anthropomorphism, performance and effort expectancy, and emotions toward the artificially intelligent devices. Findings further suggest that social influence is a stronger determinant in hospitality services compared to airline services. Tourists have higher performance expectancy from AI devices used to provide airline services compared to hospitality services. Tourists’ willingness to accept the use of AI devices for delivering hospitality services is lower than airline services. These results suggest that while the utilization of AI devices for delivering functional services is acceptable, the use of AI devices in the delivery of hedonic services may backfire.

scholarly journals THE INFLUENCE OF CO-WORKER INCIVILITY TOWARDS DEVIANT BEHAVIOUR: A QUANTITATIVE STUDY OF CASUAL DINING RESTAURANTS FRONTLINE EMPLOYEES IN THE KLANG VALLEY, MALAYSIA

2021 ◽  
Vol 9 (2) ◽  
pp. 92-101
Author(s):  
Narehan Hassan, Et. al.
Keyword(s):  
Work Environment ◽  
Frontline Employees ◽  
Deviant Behaviour ◽  
Emotional Labour ◽  
The Past ◽  
Casual Dining ◽  
Long Run ◽  
Klang Valley ◽  
Moderating Role

The past decade has seen a growing number of casual dining restaurants in Malaysia. This trend of consumption is due to modern lifestyle, socio-demographic, and social media influence. Nevertheless, restaurants struggle to maintain a productive work environment and report to have association with incivility and deviant behaviour which in long run create destruction. The aim of this paper is to examine the influence of co-worker incivility towards employees performing deviant behaviour with the moderating role of emotional labour. Total of 120 questionnaires were distributed to the frontline employees of casual restaurants in the Klang Valley. The result pointed out that there was a significant positive correlation between co-worker incivility and deviant behaviour with a moderating effect of emotional labour.  

scholarly journals Job Burnout in Front-Line Employees: Moderating Role of Hope and Self-Efficacy

2019 ◽  
Vol 1 (1) ◽  
pp. 18-23
Author(s):  
Faiza Akhtar ◽  
◽  
Huma Khan
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Self Efficacy ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Frontline Employees ◽  
Moderation Effect ◽  
Negative Effect ◽  
Moderating Role

The present study investigates the effects of burnout toward job performance and job satisfaction with a moderating role of hope and self-efficacy. Findings from 310 frontline employees of Pakistani commercial bank (Lahore, Karachi & Islamabad), showed burnout has a significant negative effect on job performance and job satisfaction. A simple random sampling technique was used to collect data, and inferential statistics were applied to analyze the data. However, results disclose no moderation effect of hope on burnout and job performance or with job satisfaction. But, data significantly support the moderation effect of self-efficacy. The moderation effect was analyzed by the moderation process of Preacher, Rucker, & Hayes, (2007). The study further sheds light on the development of psychological capital, and the importance of the implication of the current finding is discussed. This study will help top management and trainers to understand so they can manage burnout issues on frontline employees for better performance and employee satisfaction.

Sign in / Sign up

Export Citation Format

Share Document