Improving self-regulated learning competencies of service employees: roles of regulatory appraisals and supportive resources

Abstract

PurposeIn the era of technological advancements such as artificial intelligence and robotics, the working environment of service employees is changing, and the need to self-regulate their learning efforts has reached a pinnacle. The purpose of this study is to investigate how supportive resources (organizational investments in social capital, supervisor support and favorable customer feedback) facilitate service employees' self-regulated learning competencies (SRLCs) and how individual factors (self-efficacy and goal orientation) regulate service employee performance outcomes (commitment to service quality and job performance).Design/methodology/approachDrawing on the social cognitive theory and social capital perspectives, a quantitative survey was implemented with 516 service employees of a corporation operating in Turkey in various service sectors (i.e. retailing, health and technology). The data are analyzed through a covariance-based structural equation model.FindingsResults showed that organizational, supervisory and customer-level supportive resources improved SRLCs and subsequently performance outcomes. Service employees' goal orientation and self-efficacy attenuate the relationship between supportive resources and SRLCs.Originality/valueThis paper enhances the current literature by investigating SRLCs of frontline service employees who need more dynamic and adaptive self-managed self-regulated learning rather than passive training activities. Moreover, the unexpected negative effect of regulatory mechanisms (goal orientation and self-efficacy) on the relationship between supportive resources and SRLCs opens new avenues for managers.

Do it yourself

“…So they serve an active role in their own learning. The work by Elmadag et al (2022) investigated the factors that could facilitate this self-regulated learning within the service industry.…”

Self-regulated learning competencies: supportive resources, work outcomes and employee-related factors

“…The review is based on “Improving self-regulated learning competencies of service employees: roles of regulatory appraisals and supportive resources”, by Elmadag et al . (2023), published in Journal of Organizational Change Management .…”

“…A research paper by Elmadag et al (2023) examines how supportive resources facilitate service employees’ SLRCs and how individual factors affect service employees’ performance outcomes. Data is gathered from the responses of 516 service employees working for a multinational corporation in Turkey to a quantitative survey and analyzed using a covariance-based structural equation model.…”