Frontline Employee Performance Research Articles

The effect of human-robot collaboration on frontline employees’ service performance: A resource perspective

Although human-robot collaboration (HRC) is increasingly becoming prevalent in the service industry, the impact of HRC on the employees’ work outcomes has been relatively underexplored. Drawing upon the conservation of resources theory, we aim to examine whether, how, and when HRC can enhance service performance of frontline employees (FLEs). To this end, we conducted an experimental study (Study 1) and a multi-wave survey (Study 2). We theorize that HRC can cognitively bolster FLEs’ confidence to undertake supplementary tasks (i.e., role breadth self-efficacy) and emotionally elicit pleasant feelings (i.e., positive emotions), which, in turn, enhances service performance. Our results support this view. Notably, our findings also reveal that employees’ trust in robots moderates the positive emotions mediated indirect effect of HRC on service performance. However, it does not significantly moderate the role breadth self-efficacy mediated indirect effect on service performance. Theoretical implications and practical recommendations are discussed.

Linkages between service recovery system and customer justice perceptions: A multi-level model of employee service recovery performance.

Past research aimed at service recovery has focused on actions that are taken to retain customers, and the possibility of overcoming the mistakes of service delivery, though the multidimensional nature of the service recovery process has begun to move beyond the complaint handling process. In this paper, we identify the most important issues addressed in service recovery and present a framework for addressing them. We used an extensive integrative review methodology. Between 1988 and 2017 the number of articles in these journals was kept between 26 and 30. The majority took a business perspective to study services recovery, while a minority took an inter-disciplinarity perspective. The study's findings are expected to provide insights into the antecedents and consequences of service recovery performance, particularly how job resources and demands influence employee burnout and work engagement, which in turn affect service recovery performance and customer perceptions of justice. The research aims to contribute to the discourse on service recovery by building a multi-level model that explains the service recovery performance of frontline employees and the impact of the service recovery system on customer justice perceptions. Thus, this research is expected to contribute to robust conclusions on the antecedents and consequences of employee service recovery performance nested within the unit-level construct, i.e., the service recovery system.

Passive leadership and hospitality frontline employees’ creative performance in the UAE: The moderating role of job tenure and coworker help and support

The purpose of this research is to investigate how passive leadership affects creative performance of frontline employees (FLEs) through an analysis of the mediating role played by burnout. Furthermore, the study sought to investigate the moderating effects of coworker support and job tenure, as well as their combined influence as a joint moderator, in relation to this relationship. Employing a time-lagged method, data on 238 frontline employee-supervisor dyads were collected and analyzed through modeling of structural equations. The results indicated that passive leadership directly and indirectly affect creative performance negatively. The three-way interaction result showed that burnout can be diminished when employees receive much help and support from their coworkers and when they have been in their job for longer. The effect of the joint moderators tends to be stronger than any individual moderator, suggesting that multiple resources are better to help FLEs deal with job stressors. The current paper provides a novel theoretical perspective that supports the Conservation of Resources (COR) theory and cross-domain buffering approach by elucidating the circumstances under which passive leadership is likely to diminish employee creative performance, with a particular focus on the hospitality industry. This study investigates the mechanisms, timing, and reasons behind this phenomenon.

Analisis SWOT Dalam Penentuan Strategi Untuk Meningkatkan Kinerja Frontliner Di Bank Sumut KCP Syariah Lubuk Pakam

Every financial institution has a frontliner who serves as a front guard or sequencer and provides information about banking as well as initial impressions of a bank. Due to the rapid development of the banking industry, PT. Bank Sumut KCP Syariah Lubuk Pakam must determine ways to improve the performance of frontline employees so they can compete with other banks. The problems raised in this research relate to how PT. Bank Sumut KCP Syariah Lubuk Pakam chose an approach to improve frontliner performance through SWOT analysis. Frontline Officers must have the knowledge and expertise in their profession to carry out their primary duties effectively. To do this, they must receive training and support that starts from the individual's outer appearance and continues within, so that when providing consumers receive fast, efficient and polite service, resulting in high customer satisfaction. This research uses qualitative methods and descriptive research design. SWOT analysis is used to apply qualitative and descriptive analysis to arrive at research conclusions. Based on the results of the Cartesian diagram, the institution is in Quadrant I, actively implementing a Growth-Oriented Strategy and supporting this strategy.

Internal crisis communication practices and job performance during the COVID-19 pandemic: the mediating effects of internal crisis communication satisfaction

ABSTRACT The study examines the influence of internal crisis communication practices on internal crisis communication satisfaction and the job performance of frontline employees. Also, the mediating effects of internal crisis communication satisfaction are considered. Data were collected from 284 frontline employees working in the UAE public service organisations, and SmartPLS was used to test the proposed hypotheses. The results indicate that internal crisis communication practices are positively related to internal crisis communication satisfaction. Also, the relationships between internal crisis communication satisfaction and the identified work outcomes (job satisfaction, employee engagement and affective organisation commitment) were statistically significant. This study will assist service organisations in converging their attention on communication practices, particularly during crisis time to enhance employees’ work-related outcomes and achieve desired job performance. Our research extends work on organisational communication in an emerging economy context. This study offers solutions to advance communication practices in service organisations.

Linkages between service recovery system and customer justice perceptions: A multi-level model of employee service recovery performance

Past research aimed at service recovery has focused on actions that are taken to retain customers, and the possibility of overcoming the mistakes of service delivery, though the multidimensional nature of the service recovery process has begun to move beyond the complaint handling process. In this paper, we identify the most important issues addressed in service recovery and present a framework for addressing them We used an extensive integrative review methodology. Between 1988 and 2017 the number of articles in these journals was kept between 26 and 30. The majority took a business perspective to study services recovery, while a minority took an inter-disciplinarity perspective. This research aims to investigate the relationship between the constructs in the JD-R Model and employee service recovery performance, and to adopt a multi-actor research design for more accurate measurement. The findings of this study are expected to provide valuable insights into the antecedents and consequences of service recovery performance in the context of the service recovery system This research contributes to the discourse on service recovery on several fronts. First, this research answers the call for building a multi-level model of relevant constructs to explain the service recovery performance of frontline employees in the hospitality sector. Thus, this research is expected to contribute to robust conclusions on the antecedents and consequences of employee service recovery performance nested within the unit-level construct, i.e., the service recovery system.

How does emotional labor influence restaurant employees’ service quality during COVID-19? The roles of work fatigue and supervisor–subordinate Guanxi

PurposeThis study aims to test the relationship between emotional labor and service quality of the frontline employees of Chinese restaurants during the coronavirus disease pandemic (COVID-19). This study further investigated the mediating role of work fatigue (WF) and the moderating role of supervisor–subordinate Guanxi (SSG).Design/methodology/approachThe authors used a time-lag approach to gather data from a sample of 365 frontline staff members working in Chinese restaurants. All hypotheses were tested using SPSS and AMOS.FindingsFirst, restaurant frontline employees’ deep acting was associated with higher service quality, whereas surface acting leads to lower service quality. Second, WF mediated the relationship between emotional labor and service quality. Third, SSG moderated the impact of emotional labor on WF during COVID-19.Research limitations/implicationsAll variables measured in this study were self-reported by restaurant frontline employees, which may increase the risk of common-method bias. However, this study enriches the literature on emotional labor, WF and SSG during COVID-19.Practical implicationsCOVID-19 has severely affected the hotel, restaurant and catering sector and especially the psychological state and the work performance of frontline employees. Restaurant managers should implement some measures to improve employees’ service quality during COVID-19.Originality/valueThe present findings show that restaurant frontline employees adopted various emotional labor strategies when they were faced with higher than usual job demands and the risk of infection during COVID-19.

Research on the Relationship between Mental Toughness and Job Performance of Front-line Employees in Chinese Manufacturing Enterprises under Covid-19

The relationship between employee psychological resilience and job performance has been one of the key concerns of scholars and entrepreneurs. The outbreak of Covid-19 has affected psychological toughness and job performance within frontline employees. However, existing research has focused on the connection between mental toughness and job performance among healthcare workers and has not been extended to the relationship between psychological capital dimensions and job performance among frontline employees in manufacturing firms at a specific time. In this paper, data will be collected from 219 frontline employees in manufacturing companies using the Mental Toughness Scale and the Job Performance Scale to explore the association between mental toughness and job performance among frontline employees in the Covid-19 epidemic. The findings revealed that mental toughness was significantly and positively related to job performance, with mental toughness explaining 62.3% of job performance. Frontline workers aged 36 and over have higher mental toughness. Improving psychological resilience can improve one's performance and developing appropriate strategies to improve the psychological resilience of frontline employees can help optimize work efficiency and achieve high quality production.

Is There a Link Between Green Human Resource Management and Consumer Buying Behavior? The Moderating Role of Employee Diffidence.

Green Human Resource Management (HRM) supports promoting and incorporating sustainable development with regard to their resources. Managers and customers actively utilize the limited resources efficiently and effectively to accomplish environment-friendly goals and objectives. The study focuses on investigating the moderating role of diffidence between Green HRM, among eco-friendly behavior and Employee Performance of frontline employees of the hospitality sector. Two hundred ten individuals particapted in the research from hospitality sector with regard to examine green HRM policies of employees along with their influence on consumer buying behvaiour. Frontline employees incorporated the data on HRM performance, eco-friendly behavior, and diffidence. Besides, consumers gave their opinion on consumer buying behavior. The study’s findings revealed that Green HRM, aka Green HRM, directly impacts consumer behavior. In addition to this diffidence moderates the relationship between Green HRM and employee performance and employee eco-friendly behavior. Besides, future studies can explore the clothing and banking sector as the current study was conducted in fast food sector.

Personality and Job Performance of Frontline Employees: A Meta-Analytic Review

Trends in personnel management of frontline employees’ (FLEs) imply that “soft skills” related to personality may be hardest to replace by technological advancements and, thus, become increasingly important. Building on the five-factor model (FFM) of personality, the present research therefore aimed at clarifying meta-analytically the role of personality for explaining FLEs’ job performance. Analyses covered 31 to 55 studies per FFM dimension (N = 6,514 to 10,139). It was found that all five dimensions showed moderate and generalizable relations either to subjectively, or to objectively, measured performance in sales jobs, whereas results were more mixed in non-sales jobs. We also found some evidence of positive time trends of validities. Theoretical and managerial implications include shifting the focus to (1) narrower and more job-related traits, (2) identifying more homogeneous clusters of non-sales jobs, (3) studying more complex personality performance relations, and (4) further monitoring time trends related to technological changes.

Exploring the Nexus Between Internal Branding and Front-line Employees Performance in Indian Public Sector Banks: Serial Mediation Approach

This research investigates the underpinning mechanism stating how internal branding influences front-line employee performance. Specifically, it investigates the mediation and serial mediation effects of work engagement and job satisfaction between internal branding and organizational citizenship behaviours towards customers (OCBC) from 623 front-line employees within public sector banks of India. Results indicate that work engagement and job satisfaction fully and serially mediate between internal branding and OCBC. Job satisfaction only fully mediates the link between internal branding and OCBC. The research provides valuable insights to academicians and bank managers to adopt internal branding and leverage OCBC through work engagement and job satisfaction.

The Antecedents and Consequences of Service Recovery Performance of Frontline Employees: A Study of Vietnam Retailing Industry

Previous studies on service recovery performance have merely focused on identifying the factors which affect it from the service provider side. This study investigates the effect of customer participation on Vietnam retailing service recovery performance. A structural model was developed and tested using data surveyed from 231 respondents who were currently full-time employees in Vietnam retailers. The results show that the more customer participation which frontline employees perceive, the more effective the service recovery they perform. Moreover, the results indicate that the more effective service recovery which frontline employees perform, the less stress they confront. Empowerment of and training for employees have an equivalent impact on the service recovery performance of frontline employees. However, there is no significant relationship between service recovery performance and intention to leave frontline employees.

EXAMINING THE RELATIONSHIPS BETWEEN FEMALE FRONTLINE EMPLOYEES’ AESTHETIC LABOUR AND BURNOUT

Purpose –The objective of the study is to reveal the relationships between aesthetic labour performance of female employees and their burnout level. Additionally, their aesthetic labour performance is to be compared in terms of their demographic characteristics and personal characteristics. Design – To test the proposed hypotheses, a correlational research design was used and a causalcomparative design was adopted to compare the aesthetic performance of frontline employees in terms of their demographic and personal characteristics. Methodology- Quantitative research methods were used in this study. Findings – The results showed that there was a significant, weak, and negative relationship between aesthetic labour performance in guest interactions factor and employee burnout levels. Additionally, there were significant differences in female frontline employees’ aesthetic labour performance in terms of their demographic and personal characteristics as education, tourism educational background, monthly average income and departments. Originality of the Research – Aesthetic labour is an important concept for the hospitality industry. Yet, there are few studies designed to figure out the aesthetic labour levels of employees in hospitality enterprises. Furthermore, there are limited studies focusing on the relationship between aesthetic labour and burnout. This study aims to fill a gap in the literature by developing a scale to assess female frontline employees’ aesthetic labour performance and providing large-scale survey data.

개인중심의 변혁적 리더십, 직무기반 심리적 주인의식, 일 몰입 및 직무성과의 구조적 관계

This study aims to examine how individual-focused transformational leaders play an essential role in employee job performance by assessing the mediating role of job-based psychological ownership and work engagement. Data was collected from a sample 597 employees working in a public sector organization in Korea. The research hypotheses were verified using a structural equation model.BRThe results indicate that individual-focused transformational leadership has a positive impact on job performance. Work engagement partially mediated the relationship between those variables, but job-based psychological ownership did not. And job-based psychological ownership and work engagement have sequential mediating effects that relationship. By identifying individual-focused transformational leadership as a determinant of job-based psychological ownership and work engagement, this paper provides a comprehensive framework to understand the process through which leadership influences individual behavior and motivation toward job performance of front-line employees.

PENGARUH PERFORMANCE QUALITY TERHADAP ORGANIZATIONAL COMMITMENT FRONTLINE EMPLOYEE

Performance quality of frontline employees is a very important aspect that needs hypothesis into consideration by service industry because they have direct contact with consumers. The level of quality performance of frontline employees can determine their level of commitment towards the company. The objective of this research is to identify the effect of performance quality to organizational commitment of frontline employees. Respondents being used for this research are frontline employees of private banks, namely tellers and customer services. Data is analyzed using Multiple Regression Analysis. The result of this research can provide implication for managers to maintain continous commitment from their frontline employees. Suggestion for further research is to conduct similar research on different service industries and other frontline employees.

Corporate social responsibility, employee engagement, well-being and the task performance of frontline employees

PurposeThis research examines the role of corporate social responsibility (CSR) in the workplace and its impact on frontline employees’ work-related outcomes. Based on the CSR and human resource management literature, this research formulates and tests a model of perceived management support for CSR, perceived customer support for CSR, work engagement, organization engagement, well-being and task performance, with an emphasis on the moderating role of the importance of CSR to employees.Design/methodology/approachThe survey data were collected from 409 frontline employees of service enterprises, such as hotels, restaurants, travel agencies, airlines, in May and June 2015. The collected data were analyzed with SPSS and AMOS for frequency, reliability, correlation, confirmatory factor analyses and structural equation modeling.FindingsThe empirical results indicate that perceived management support for CSR significantly influences work engagement and organization engagement. Perceived customer support for CSR significantly affects work engagement, which increases organization engagement and enhances task performance. Organization engagement has a significant impact on perceived well-being, which, in turn, enhances task performance. Finally, the importance of CSR to employees significantly moderates the path from perceived management support for CSR to organization engagement.Originality/valueThis study formulates a conceptual model focusing on CSR to investigate drivers of well-being and the two aspects of employee engagement in a workplace. This study also considers employees’ perceptions of the importance of CSR as a moderator in the model.

The effect of managerial coaching on salesperson's relationship behaviors: new evidence from frontline bank employees in China

PurposeThe purpose of the study is to test the effect of relationship managerial behavior (i.e. managerial coaching) on frontline employee performance (i.e. sales performance) and the mediating effect of employee's relationship behaviors (i.e. customer orientation and adaptive selling) in a Chinese banking environment.Design/methodology/approachData were collected using a survey from 242 frontline employees working at a large commercial bank in Dalian (China). Measures on managerial coaching, customer orientation, adaptive selling and sales performance were adapted from the literature. Data were analyzed using structural equation modeling in AMOS 26.FindingsResults indicate that (1) managerial coaching positively affects employee customer orientation, (2) employee customer orientation positively affects employee adaptive selling behavior and (3) adaptive selling behavior positively affects sales performance. Bootstrap analysis confirmed the significance and stability of all the direct paths (suggesting that every mediator fully mediates the effect of its antecedent on the criterion) but none of the indirect paths found support (full mediation model).Research limitations/implicationsThe study makes a contribution to the nomological network of managerial coaching by introducing a construct that has not been used previously (i.e. employee adaptive selling behavior) and testing its relevance in a commercial setting.Practical implicationsThe results suggest that (1) managerial coaching is a central managerial behavior for companies that would like to implement a relationship marketing strategy because it helps promote specific employee relationship behaviors like customer orientation and adaptive selling, (2) there seems to be little cultural differences in the banking industry between the Chinese and the Western banks, suggesting that coaching and other management tools can be transferable from one culture to the other and (3) that coaching is an effective tool to help employees achieve higher sales performance.Originality/valueThe paper contributes to the literature on the use of managerial coaching in commercial areas to increase frontline employee relationships behaviors. The identification of adaptive selling as a mediator is an original contribution because it has received little attention in scientific research. Additionally, the use of a Chinese sample of bank employees responds to recent call for more research in cross-cultural settings.

Another look at frontline employee productivity propensity: a job demands – resources approach

ABSTRACT The current work contributes to the front line employee (FLE) performance literature by utilizing a Job Demands-Resources perspective to delineate the effect of productivity propensity on job stressors, work engagement, and job outcomes while including the effects of a job resource, supervisor support, and a moderating condition of job demands, customer workload. The results support several hypotheses and reveal that the effects of the construct on role perceptions are moderated by customer workload and that it affects job performance. The holistic nature of the full JD/R approach allows for stronger statements to be made regarding the contribution of the construct to the FLE performance literature.

The underlying mechanisms and boundary conditions that explain the relationship between transformational leadership and frontline employee performance: a field study onhotel staff in the Kurdistan region of Iraq

The underlying mechanisms and boundary conditions that explain the relationship between transformational leadership and frontline employee performance: a field study onhotel staff in the Kurdistan region of Iraq

An examination of the progressive effects of hotel frontline employees’ brand perceptions on desirable service outcomes

The present study scrutinizes how hospitality firms’ internal branding influences the service performance of frontline employees in a progressive way. More specifically, based on social influence and social exchange theories, this study examines if organizational commitment mediates the link between hospitality frontline employees’ perceptions of brand authenticity (BA) and brand-value fit (BVF) and their service-related behaviors such as generating ideas for service improvement (GISI) and service-oriented citizenship behavior. With a matched sample of 286 customer-contact frontline employees and 33 of their supervisors from five-star hotels in South Korea, this study found that the higher employees’ perceptions of BA and BVF, the more likely they were to generate ideas for service improvement and engage in service-oriented citizenship behavior, as they were more likely to be committed to the firm. Based on the findings, implications are discussed for hospitality practitioners and researchers alike in terms of internal branding with frontline employees.