Enforcement of service rules by frontline employees: A conceptual model and research propositions

Abstract

Rule enforcement is a crucial part of the frontline service employee’s role that, if mishandled, can have serious consequences for employees, customers and the organization. However, there is very little knowledge about both its drivers and outcomes in the service literature. This study contributes to the organizational frontlines literature by developing a comprehensive framework of the drivers and consequences of service rule enforcement. Our conceptual model identifies organizational, individual, and situational variables that influence service rule enforcement and sheds light on the employee-related, customer-related, and organization-related consequences of rule enforcement. In conceptualizing service rule enforcement, we address the notions of enforcement/non-enforcement, the extent and consistency of enforcement, and rule enforcement styles. We also propose that rule enforcement can have both positive and negative consequences. Finally, we provide a research agenda that proposes ideas for future studies in this area.