Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees

Lages, C. R., Piercy, N. F., Malhotra, N. and Simões, C. (2020) Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees. The International Journal of Human Resource Management, 31 (21). pp. 2737-2760. ISSN 1466-4399 doi: 10.1080/09585192.2018.1464491

Abstract/Summary

Service firms strive to encourage their frontline employees (FLEs) to develop attitudes that support excellent service delivery. Anchored in the conservation of resources (COR) theory, this study aims to understand the mechanisms through which shared values influence FLEs’ service delivery performance. The study contributes to the HRM literature by developing and testing a conceptual framework among FLEs in the British hospitality industry. Findings reveal that shared values as a key workplace resource enhance the service delivery performance of FLEs through the following key intervening mechanisms: perceived organizational support, emotional exhaustion, job satisfaction, and affective organizational commitment. Findings further demonstrate a direct relationship between shared values and emotional exhaustion and an indirect relationship between emotional exhaustion and service delivery performance via affective organizational commitment and job satisfaction. Managerial implications and suggestions for future research are presented.

Item Type	Article
URI	https://reading-clone.eprints-hosting.org/id/eprint/75852
Item Type	Article
Refereed	Yes
Divisions	Henley Business School > Marketing and Reputation
Publisher	Routledge
Download/View statistics	View download statistics for this item