How does transformational leadership influence proactive customer service behavior of frontline service employees? Examining the mediating roles of psychological empowerment and affective commitment

Abstract

PurposeThe purpose of this paper is to examine the mediating roles of two variables of psychological empowerment and affective commitment of frontline service employees (FSEs) in the relationship between transformational leadership (TFL) and proactive customer service behavior (PCSB) of FSEs.Design/methodology/approachIn a rigorous research design, the authors obtained data from 225 FSE-supervisor dyads working in a large Indian IT services organization. Analysis was done using structural equation modeling approach in LISREL 8.72.FindingsAs expected, affective commitment and psychological empowerment of FSEs fully mediated the positive relationship between TFL and PCSB of FSEs, even after controlling for age and tenure. The specified model explained 24 percent of the variance in PCSB of FSEs.Research limitations/implicationsAs FSEs act as the face of a service organization, therefore their proactive behavior plays an important role in customer satisfaction. Enactment of TFL by supervisors fosters PCSB of FSEs. Therefore, organizations must develop TFL skills in their managers to psychologically empower FSEs and get them committed to a superior service delivery through PCSB.Originality/valueThe study is one amongst the few studies to explore the relationship between TFL and proactive behavior in the customer service domain. Additionally, to the best of the authors’ knowledge, this is the first study to examine the explanatory mechanisms through which transformational leaders foster PCSB of FSEs.