TY - JOUR
T1 - Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees
AU - Lages, Cristiana R.
AU - Piercy, Nigel F.
AU - Malhotra, Neeru
AU - Simões, Cláudia
N1 - Funding Information:
The first author is grateful to FCT (Fundação para a Ciência e a Tecnologia) for their financial support (BD/11150/2002) and the company’s employees, who provided invaluable help. The fourth author is grateful to the support from COMPETE reference No. POCI-01-0145-FEDER-006683, with the FCT/MEC’s financial support through national funding and by the ERDF through the Operational Programme on Competitiveness and Internationalization–COMPETE 2020 under the PT2020 Partnership Agreement. The authors gratefully acknowledge the valuable comments on earlier versions of this manuscript from Amon Chizema, Filipe Coelho, John Cadogan, Joao Oliveira, Stanimira Milcheva and Ranoua Bouchouicha.
Publisher Copyright:
© 2018 Informa UK Limited, trading as Taylor & Francis Group.
PY - 2020
Y1 - 2020
N2 - 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.
AB - 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.
KW - Affective organizational commitment
KW - Conservation of resources theory
KW - Emotional exhaustion
KW - FLE service delivery performance
KW - Job satisfaction
KW - Perceived organizational support
KW - Shared values
UR - http://www.scopus.com/inward/record.url?scp=85046103022&partnerID=8YFLogxK
U2 - 10.1080/09585192.2018.1464491
DO - 10.1080/09585192.2018.1464491
M3 - Article
AN - SCOPUS:85046103022
SN - 0958-5192
VL - 31
SP - 2737
EP - 2760
JO - International Journal of Human Resource Management
JF - International Journal of Human Resource Management
IS - 21
ER -