Determinants of frontline employee service innovative behavior

2019 ◽  
Vol 42 (9) ◽  
pp. 1076-1094 ◽  
Author(s):  
Mohd A. Al-Hawari ◽  
Shaker Bani-Melhem ◽  
Faridahwati Mohd Shamsudin
Keyword(s):  
Positive Psychology ◽  
Work Engagement ◽  
Service Sector ◽  
Service Climate ◽  
Frontline Employees ◽  
Innovative Behavior ◽  
Content Type ◽  
Factors Affecting ◽  
Workplace Happiness ◽  
The Relationship

Purpose The purpose of this study is to examine the influence of workplace happiness and work engagement on employee service innovative behavior from the perspective of positive psychology. The study also examines if work engagement mediates the relationship between workplace happiness and employee service innovative behavior. Finally, it investigates how co-worker socializing and the service climate of the organization moderate the relationship between work engagement and employee service innovative behavior. Design/methodology/approach The study used survey data from 321 frontline employees working in the service sector in the United Arab Emirates (UAE). Six major hypotheses were established and examined using the SPSS Statistics V22.0 Process. The measurement model was analyzed using Amos 22. Findings Workplace happiness and work engagement are found to be important factors affecting employee service innovative behavior. Workplace happiness influences employee service innovative behavior directly and indirectly through work engagement. Both service climate and co-worker socializing play a significant moderating role in the relationship between work engagement and employee service innovative behavior among frontline employees. Interestingly, service climate erodes this relationship while co-worker socializing enhances it. Practical implications This study provides guidelines for managers and practitioners in the service industry to promote frontline employee service innovative behavior. Specifically, the findings provide guidance for decision-makers on how to use workplace happiness to trigger the innovative service behaviors of frontline employees, taking into consideration the conditional role of service climate and co-worker socializing. Originality/value The literature on factors affecting the service innovative behavior of frontline employees in the service sector from the perspective of positive psychology is limited, especially in the context of the UAE. The data, framework and outcomes of this research address this gap and contribute to the current body of knowledge. Specifically, the study contributes to the broaden-and-build theory of positive emotions in the field of positive psychology by validating the applicability of the theory in a wider organizational context.

Organizational identification and employees’ innovative behavior: the mediating role of work engagement and the moderating role of creative self-efficacy

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Guangning Zhang ◽  
Yingmei Wang
Keyword(s):  
Work Engagement ◽  
Organizational Identification ◽  
Self Efficacy ◽  
Innovative Behavior ◽  
Content Type ◽  
Mediating Role ◽  
Creative Self ◽  
The Relationship ◽  
Moderating Role

Purpose This study aims to investigate the effect of organizational identification to employees’ innovative behavior, the mediating role of work engagement and the moderating role of creative self-efficacy in the relationship between organizational identification and employees’ innovative behavior. Design/methodology/approach This study adopted questionnaires to gather data. The sample of 289 employees working in diverse organizations in China was applied to examine the hypotheses. Findings The results indicates that organizational identification is positively related to employees’ innovative behavior and work engagement mediates the relationship between organizational identification and employees’ innovative behavior. In addition, creative self-efficacy enhances the relationship of work engagement and employees’ innovative behavior. Originality/value This study builds a system from psychological aspect to behavior, which includes the effect of individual cognition to explain the mechanism of organizational identification on employees’ innovative behavior.

Service employees’ workplace fun and turnover intention: the influence of psychological capital and work engagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Stephen Tetteh ◽  
Rebecca Dei Mensah ◽  
Christian Narh Opata ◽  
Claudia Nyarko Mensah
Keyword(s):  
Work Engagement ◽  
Turnover Intention ◽  
Psychological Capital ◽  
Frontline Employees ◽  
Design Data ◽  
Cross Sectional ◽  
Content Type ◽  
Service Employees ◽  
Workplace Fun ◽  
The Relationship

Purpose As a way of addressing how best turnover intention among service employees can be reduced through workplace fun, this study aims to examine how psychological capital (PsyCap) and work engagement, respectively, moderates and mediates the relationship between workplace fun and turnover intention in a moderated mediation. Design/methodology/approach Using cross-sectional quantitative design, data were collected by means of questionnaires and convenience sampling. The hypotheses were tested with 482 service employees from the hospitality industry in Ghana using PROCESS macro. Findings The findings depict that work engagement mediates the relationship between workplace fun and turnover intention among service employees. Also, PsyCap moderates the workplace fun–engagement relationship, in addition to the workplace fun–work engagement–turnover intention relationship. Specifically, both relationships are stronger for employees with high PsyCap. Practical implications The authors would like to conclude that as frontline employees are usually subjected to stressful conditions, monotonous working environments and emotional labor, which affect the quitting intention, incorporating fun into the workplace will strategically help frontline employees to be engaged in their work and reduce their intentions to quit. Originality/value With a focus on a developing economy, this work is novel in exploring possible factors that may help increase work engagement and reduce turnover intention among service employees.

Customer delight and work engagement

2014 ◽  
Vol 28 (5) ◽  
pp. 380-390 ◽  
Author(s):  
Donald C. Barnes ◽  
Joel E. Collier ◽  
Stacey Robinson
Keyword(s):  
Role Conflict ◽  
Customer Service ◽  
Work Engagement ◽  
Personal Resources ◽  
Frontline Employees ◽  
Customer Contact ◽  
Content Type ◽  
Customer Delight ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of the current research is to evaluate how customer contact level and customer service-based role conflict influence the relationship between customer emotions and work engagement, while simultaneously evaluating psychological capital as an outcome of work engagement. Customer service research highlights the impact of employee attitudes and behaviors on customer satisfaction. More recently, this relationship has been examined in reverse, evaluating how customer emotions influence the employee. Unfortunately, previous research has not evaluated variables that inhibit the impact of customer emotions on the employee. Design/methodology/approach – Data were collected from frontline employees across high and low customer contact service contexts. The hypothesized relationships were tested using structural equation modeling. Findings – This research provides empirical evidence that employee-perceived customer delight impacts employee work engagement. However, through a process of feedback, customer service-based role conflict impacts the relationship between customer emotions and employee emotions. Finally, the conceptual model illustrates how engaged employees can create their own personal resources vis-à-vis the broaden-and-build theory of positive emotions. Research limitations/implications – This research identifies both antecedent and outcomes variables associated with work engagement, as well as identified mediating factors. Practical implications – Results suggest that the quality and level of contact that frontline employees have with customers impact their work engagement. Furthermore, engaged frontline employees have the ability to create their own personal resources. Originality/value – This research makes contributions to the understanding of the impact of positive customer emotions on frontline employees.

My meaning is my engagement: exploring the mediating role of meaning between servant leadership and work engagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Mumtaz Khan ◽  
Muhammad Shujaat Mubarik ◽  
Syed Saad Ahmed ◽  
Tahir Islam ◽  
Essa Khan ◽  
...  
Keyword(s):  
Servant Leadership ◽  
Work Engagement ◽  
Structural Equation ◽  
Service Sector ◽  
Survey Design ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
The Relationship

PurposeThe purpose of the study is to ascertain the mediating role of meaning between servant leadership and work engagement. The study also explores the relationship between servant leadership and work engagement.Design/methodology/approachThe data were collected from 704 service sector employees working in Pakistan through survey design. The data analysis was done through structural equation modeling using PLS-Smart and hierarchical regression using SPSS.FindingsThe results revealed that servant leadership was related to meaning and work engagement. Moreover, meaning was found to be related to work engagement. Finally, meaning was found to mediate the relationship between servant leadership and work engagement.Originality/valueThe research has ascertained the previously unexplored mediating role of meaning between servant leadership and work engagement.

“I am OK when you are with me” – Understanding the well-being and innovative behavior in the digitized workspace

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anushree Karani ◽  
Swapnil Abhishek Mehta
Keyword(s):  
Work Engagement ◽  
Psychological Contract ◽  
Well Being ◽  
Innovative Behavior ◽  
Snowball Sampling ◽  
Coworker Support ◽  
Content Type ◽  
Psychological Contract Fulfillment ◽  
Consumer Durable ◽  
The Relationship

PurposeThe study aimed at understanding the relationship between supervisor and coworker support, psychological contract fulfillment, work engagement, well-being (different forms) and innovative behavior in the digitized workspace during the coronavirus disease 2019 (COVID-19) pandemic.Design/methodology/approachData were collected via a structured questionnaire through Google Docs from 239 respondents working in the sales department of the consumer durable industry through snowball sampling.FindingsSupervisor and coworker support was positively contributing to psychological contract fulfillment. Further, psychological contract fulfillment was positively contributing to work engagement. Along with innovative behavior, four forms of well-being, i.e. emotional, psychological, workspace and life were studied as outcome variables. Work engagement positively contributes to innovative behavior and well-being.Research limitations/implicationsThe study examined the relationship between various organizational variables in consumer durable industry. Future work should involve studying the effect in other industries and functional areas.Practical implicationsThe study examined how the supervisor and coworker act as an enabler in fulfilling the psychological contract in the digitized workspace. Organizations also understand the importance of work engagement in maintaining well-being and innovative behavior.Originality/valueThe paper initiates the important debate on well-being and innovative behavior in the digitized workspace for the sales employees of the consumer durable industry.

scholarly journals Facets of job satisfaction and work engagement

2017 ◽  
Vol 5 (3) ◽  
pp. 248-265 ◽  
Author(s):  
Zeynep Yesim Yalabik ◽  
Bruce A. Rayton ◽  
Andriana Rapti
Keyword(s):  
Job Satisfaction ◽  
Social Exchange ◽  
Work Engagement ◽  
Social Exchange Theory ◽  
Service Sector ◽  
Three Dimensions ◽  
Content Type ◽  
The Social ◽  
High Workload ◽  
The Relationship

Purpose The purpose of this paper is to analyze the relationship between the facets of job satisfaction and the work engagement. Previous studies that focus on the linkages between work engagement and overall job satisfaction ignore the multi-faceted nature of job satisfaction construct. In this study, how job satisfaction facets are linked to three dimensions of work engagement – i.e. vigor, dedication and absorption – is discussed by drawing on the social exchange theory. Design/methodology/approach The cross-lagged data used in this study come from the specialist lending division of a UK bank. The linear multiple regression analyses are run to test the proposed theoretical model. Findings The results show that among all the job satisfaction facets, the “satisfaction with work itself” is the key driver of all dimensions of work engagement, i.e. vigor, dedication and absorption. The “satisfaction with conditions” is negatively linked to absorption of employees in their work. This means that the employees with high workload might not be absorbed in their work. Finally, it is found that employees who are satisfied with the communication in their work are also absorbed in their work. Originality/value This study contributes to our knowledge of the drivers of work engagement over time. The facets of job satisfaction as the drivers help us to have a comprehensive understanding of the link between the job satisfaction facets and work engagement. This study first contributes to the work engagement literature which has neglected the multi-dimensional approach of job satisfaction. This study also contributes to the limited number of work engagement studies conducted in service sector and in UK.

Learning organization and innovative behavior

2013 ◽  
Vol 38 (1/2) ◽  
pp. 75-94 ◽  
Author(s):  
Yu Kyoung Park ◽  
Ji Hoon Song ◽  
Seung Won Yoon ◽  
Jungwoo Kim
Keyword(s):  
Learning Organization ◽  
Work Engagement ◽  
Structural Equation ◽  
Equation Modeling ◽  
Work Behaviors ◽  
Innovative Behavior ◽  
Content Type ◽  
Effective Interventions ◽  
Innovative Work ◽  
The Relationship

Purpose – The purpose of this study is to investigate the mediating effect of work engagement on the relationship between learning organization and innovative behavior. Design/methodology/approach – This study used surveys as a data collection tool and implemented structural equation modeling for empirically testing the proposed research model. Findings – The study found that learning organization culture makes a direct and indirect impact on employees' innovative work behaviors. Results from hierarchical multiple regressions and structural equation modeling supported that work engagement fully mediates the relationship between the learning organization and innovative work behaviors. Practical implications – HRD practitioners can develop effective interventions to enhance their employees' innovative behavior by devoting efforts to create a workplace that promotes collaborative learning culture and work engagement. Originality/value – This study is valuable to HRD specialists interested in developing effective interventions that encourage employees to engage in innovative behavior.

Workplace happiness: work engagement, career satisfaction, and subjective well-being

2017 ◽  
Vol 5 (2) ◽  
pp. 206-221 ◽  
Author(s):  
Baek-Kyoo Joo ◽  
Insuk Lee
Keyword(s):  
Work Engagement ◽  
Career Satisfaction ◽  
Well Being ◽  
Equation Modeling ◽  
Survey Method ◽  
Subjective Well Being ◽  
Content Type ◽  
Confirmatory Factor ◽  
Workplace Happiness ◽  
The Relationship

Purpose Employee happiness or well-being is an emerging topic in management as well as in psychology. The purpose of this paper is to investigate the effects of perceived organizational support (POS) and psychological capital (PsyCap) on happiness in employees’ work (i.e. work engagement), careers (i.e. career satisfaction), and lives (i.e. subjective well-being (SWB)). Design/methodology/approach Data were collected from 550 employees in a conglomerate in South Korea. For statistical analysis, we conducted confirmatory factor analysis, reliability and correlation analysis, and structural equation modeling analyses. Findings Employees were highly engaged in their work, satisfied with their careers, and felt a greater sense of well-being in their lives when they had higher POS and PsyCap. Work engagement fully mediated the relationship between PsyCap and career satisfaction. POS had an indirect effect on SWB through career satisfaction. With regards to the relationships among the three outcome variables, career satisfaction turned out to fully mediate the relationship between work engagement and SWB. In addition, the direct effect of PsyCap on SWB was also found to be significant. Research limitations/implications This study focused on knowledge workers in South Korean for-profit firms. The participants were mostly male, junior or middle managers. Using a cross-sectional survey method, this empirical study leaves room for speculation about the causality among the variables. As the results of exploratory and confirmatory factor analyses indicate, however, common method variance was found to not be of great concern. Practical implications The mission of human resources (HR) and organization development (OD) professionals in organizations is to improve individual and organizational performance and to enhance employees’ well-being. HR/OD professionals can enhance employees’ happiness not only in their work and careers but also in their lives by improving POS (e.g. growth opportunity, performance management, and compensation system) and developing PsyCap (e.g. staffing, training, and development, etc.). Originality/value This study linked the emerging constructs in positive psychology in general, in HR/OB in particular. To date, no study has empirically investigated the effects of PsyCap and POS on the three workplace happiness constructs: work engagement, career satisfaction, and SWB. This is the first study that found the relationship between POS and PsyCap. Last, while South Koreans are more collectivistic and less satisfied with their lives than the Organisation for Economic Co-operation and Development average, the respondents in this study, working for highly reputable firms, perceived high level of happiness in their work and career, and eventually in their lives. Thus, organizational features had a stronger effect on workplace happiness than national culture.

Engagement as a moderator on the embeddedness-deviance relationship

2019 ◽  
Vol 27 (4) ◽  
pp. 1004-1016 ◽  
Author(s):  
Riann Singh
Keyword(s):  
Work Engagement ◽  
Financial Services ◽  
Workplace Deviance ◽  
Hierarchical Regression ◽  
Frontline Employees ◽  
Content Type ◽  
Services Sector ◽  
Organizational Embeddedness ◽  
Employee Work Engagement ◽  
The Relationship

Purpose This paper aims to suggest that organizational embeddedness can predict workplace deviance and employee work engagement can moderate the relationship between organizational embeddedness and workplace deviance such that when employee work engagement is higher, the relationship between organizational embeddedness and workplace deviance is weaker. Design/methodology/approach Employee data were collected from 465 frontline employees across the financial services sector in the Caribbean nation of Trinidad. A three-step multiple hierarchical regression analysis was used to test the research relationships. Findings The findings provided support for the propositions that organizational embeddedness predicts workplace deviance and that employee work engagement moderates the organizational embeddedness–workplace deviance relationship. Originality/value This study addresses a clear gap as limited studies have explored the association of embeddedness with negative work behaviours, such as deviance, and no study have examined the moderating role of engagement in this relationship.

In pursuit of happiness at work: exploring the role of psychological capital and coping in managing COVID-19 stress among Indian employees

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rabindra Kumar Pradhan ◽  
Kailash Jandu ◽  
Madhusmita Panda ◽  
Lopamudra Hati ◽  
Manolina Mallick
Keyword(s):  
Structural Equation ◽  
Service Sector ◽  
Psychological Capital ◽  
Study Data ◽  
Conservation Of Resources ◽  
Content Type ◽  
Workplace Happiness ◽  
The Relationship ◽  
Employee Happiness

Purpose Employee happiness is crucial in any organization as happy employees are said to be more committed in their work. However, COVID-19 stress in the current situation is a major problem for employees and it can negatively influence their happiness level. Therefore, it is critical to understand how the stressful nature of the current pandemic threatens workplace happiness. Based on conservation of resources theory (Hobfoll, 1989), this study aims to examine the resources to be protected (i.e. psychological capital) and resource investment (i.e. coping) to ensure the happiness of the employees amidst a bio-psycho-socioeconomic crisis like COVID-19 pandemic. The study explores the mediating role of psychological capital and the moderating effect of coping on the relationship between COVID-19 stress and employee happiness. Design/methodology/approach Data were collected from the Indian working population by means of purposive sampling (N = 336). Standardized instruments were used to measure the variables under study. Data analysis were done using Statistical Package for Social Sciences 20.0 and Analysis of Moment Structure 20.0 software tools and PROCESS macro was used for mediation and moderation analysis. Findings Structural equation modelling analysis showed that COVID-19 stress negatively influenced employee happiness; whereas psychological capital partially mediated the relationship between these two variables. Further, coping was found to buffer against the harmful implications of COVID-19 stress on employee happiness. Originality/value In an effort to respond timely to the present pandemic scenario, the current study provides an account of the harmful effects of COVID-19-related stress on the workplace happiness of the Indian service sector employees. The study also offers insights into the possible mediating and moderating mechanisms in this relationship.

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