Determinants of frontline employee engagement and their influence on service performance

Chen, Shou-Wei; Peng, Jui-Chen

doi:10.1080/09585192.2018.1505764

Cited by 44 publications

(35 citation statements)

References 56 publications

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“…ethical climate). The underlying rationale of the proposed framework of relationships in our model is that there are certain prerequisites or antecedents for promoting employee engagement (Chen and Peng, 2021), which can be classified neither as job demands nor as job resources.…”

Section: Literature Reviewmentioning

confidence: 99%

Fostering engagement among emotionally exhausted frontline employees in financial services sector

Sahi

Singh

2022

JSTP

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PurposeThis study investigates the role of personal resource (i.e. psychological empowerment) in reducing the negative impact of emotional exhaustion of frontline employees on their engagement. It also examines the moderating effects of ethical climate and transformational leadership in mitigating the negative influence of emotional exhaustion on engagement among frontline service employees (FLEs).Design/methodology/approachData were collected from 671 frontline employees from financial services sector. Confirmatory factor analysis (CFA) and hierarchical regression analysis (HRA) were used to test the hypothesized relationships.FindingsResults show that the impact of emotional exhaustion on employee engagement is greatly affected by psychological empowerment. Transformational leadership moderates the negative effects of emotional exhaustion on psychological empowerment, while ethical climate weakens the negative impact of emotional exhaustion on employee engagement.Practical implicationsService firms need to provide enough autonomy to emotionally exhausted frontline employees so that they feel valued. The emotionally exhausted employees can be engaged if they are empowered to discharge their job most effectively and a climate is ensured which can keep them motivated toward accomplishing their targets. A fair and just treatment shall boost their morale to perform better and to strengthen their staying intentions.Originality/valueThe novelty of our study lies in examining and fostering engagement among emotionally exhausted FLEs. It shows that job resources at the individual level (i.e. psychological empowerment), team level (i.e. transformational leadership) and organizational level (i.e. ethical climate) can help in encouraging work engagement among emotionally exhausted FLEs.

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Section: Literature Reviewmentioning

confidence: 99%

Fostering engagement among emotionally exhausted frontline employees in financial services sector

Sahi

Singh

2022

JSTP

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“…To deliver better service quality to customer, the role of engaged front line employees is vital in today's competitive business environment (Chen and Peng, 2019;Yoo and Jung, 2019). According to broaden-and-build theory (Fredrickson, 2001), engaged employees are more prepared to identify problems of customers and deliver effective solutions to them, and this is a means for retaining valuable customers (Hennig-Thurau, 2004).…”

Section: Frontline Employee Engagement and Customer-oriented Behaviorsmentioning

confidence: 99%

“…The mediating effect of customer-oriented behaviors A significant amount of the studies have acknowledged the importance of the relationship between employees, customers and BP (Heskett et al, 1997). Recently, many impact-based studies in related literature has emerged such as Chu et al (2016), Kang and Sung (2017), Kiessling et al (2016), Kasemsap (2017), Al-dalahmeh et al (2018), Neneh (2018), Zameer et al (2018) and Chen and Peng (2019). The purpose of these research studies is to identify those organizational elements as described by employees that correlate to critically important organizational results such as employee engagement, service quality, customer satisfaction and BP.…”

Section: 4mentioning

confidence: 99%

Frontline employees’ engagement and business performance: the mediating role of customer-oriented behaviors

Ghlichlee

Bayat

2020

MRR

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Purpose Within the retail banking sector, the customer-centric business model has become an important and new business trend in recent years. The enhancement of the frontline service employees’ engagement and their customer-oriented behaviors are among the key factors affecting business performance (BP) in this sector of the banking industry. The purpose of this paper is to improve management decisions to enhance BP through examining the relationship between the frontline employees’ engagement and BP while taking into account the mediating effect of customer-oriented behaviors on this relationship. Design/methodology/approach A quantitative approach was adopted to conduct the present study, and the respondents were sampled from a large commercial bank in Iran using a structured questionnaire. Overall, 50 branch managers and 90 frontline employees were selected using random sampling. A confirmatory factor analysis was conducted to ascertain the validity and reliability of the observed items and a structural equation model was used for testing the proposed hypotheses and research framework. Findings The findings showed that customer-oriented behaviors mediated the relationship between the frontline employees’ engagement and bank’s branches’ BP. Higher levels of the frontline employees’ engagement enhance the customer-oriented behaviors. It was revealed that the frontline employees are engaged in their job and organization. Moreover, the engaged frontline employees listen carefully to customers, the customer’s problem is important to them and they complete their tasks precisely for customers. It has been confirmed that customer-oriented behaviors enhance branches’ BP. The bank frontline employees’ engagement and customer-oriented behaviors, in turn, affected the bank’s branches’ financial performance, process performance and employee performance compared with the bank’s key competitors. Research limitations/implications This study highlights the value of empirically establishing how employee customer-oriented behaviors are affected by employee engagement as an integrative construct bringing together BP. Practical implications This study can help improve BP by increasing the frontline employees’ engagement and their customer-oriented behaviors. This study suggests that organizations using the findings of this study could effectively assess their frontline employees’ engagement and their customer-oriented behaviors and then plan for improving them. Social implications This study offers a customer-oriented initiative as a social responsibility to be considered by retail banks. In light of the social exchange theory, the banks valuing customer-oriented can provide employees with knowledge, skills, values and support to develop motivation and abilities to demonstrate customer-oriented organizational citizenship behaviors. Originality/value Previous studies demonstrated that the employees’ engagement affects their customer-oriented behaviors. In addition, studies have referred to the effect of employees’ customer-oriented behaviors on BP. However, to the best of the knowledge, key questions regarding how the employees’ engagement at the branch level fosters customer-oriented behaviors and, in turn, the bank’s branches’ BP, remain unanswered. Hence, this study contributes to the investigation of the mediating role of the frontline employees’ customer-oriented behaviors in the relationship between their engagement and branches’ BP in the retail banking sector.

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“…Due to such obstacles, there is a need to manage human resources competitively for strategic survival in the market. Scholars such as Huertas-Valdivia et al (2019); Chen and Peng (2019) narrate that the hospitality sector, like the hotel industry, focuses on engaged workforce. Engaged workforce is a source of competitive edge, long-term achievement, and most importantly, financial success (Albrecht et al 2015;Xanthopoulou et al 2009).…”

Section: Introductionmentioning

confidence: 99%

Significance of Supportive HRM Practices and Job Satisfaction towards Work Engagement

Akour¹,

Alwahaibi²

2021

ACDMHR

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The main intention is to probe the impression of the HR practices on work engagement. The study has tested the intervening role of job satisfaction in the connection between supportive HR practices (job security and job crafting) and work engagement. In line with this, partial least square (PLS-SEM) through SmartPLS software 3.0 was used to perform the analysis. 576 instruments were disseminated, out of which 465 were received returned, whereas 85 questionnaires were discarded because they were not filled correctly. Therefore, final analysis was executed on 380 responses and the response rate of 80.729%. The current research concluded a significant affirmative link exists among supportive HRM practices towards job satisfaction and work engagement. Findings show that workers of the hotel industry in Oman found time job security and job crafting better sources of job satisfaction and work engagement. Additionally, this research also found significant intervening influence of job satisfaction on the association of job security, job crafting with work engagement. This research has valuable theoretical and practical implications.

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Determinants of frontline employee engagement and their influence on service performance

Cited by 44 publications

References 56 publications

Fostering engagement among emotionally exhausted frontline employees in financial services sector

Fostering engagement among emotionally exhausted frontline employees in financial services sector

Frontline employees’ engagement and business performance: the mediating role of customer-oriented behaviors

Significance of Supportive HRM Practices and Job Satisfaction towards Work Engagement

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